The team setting will allow you to create performance teams and further segment your performance reports. If you would like to segment your team, i.e. to focus on different tickets or compare team A and team B, this has never been easier.
How to set up your teams?
1. Go to Settings
2. Open 'People' settings
3. Teams' tab
4. Create a new team
5. Define the name of the team
6. Add its description
7. Define the members
8. Assign a team lead
You can always add or remove team members at a later stage. Every team can have multiple team leads and QA experts.
The team view settings are optional. If you don't set them up you will have one team by default. Assigning a team lead to a team is also optional.
Where will you see the teams?
Scorecard: Team view in Incident drill-ins
Now when you want to get a detailed break down into each metric, you will see the performance of an agent along with the performance of his/her team.
If a person is not assigned to a team yet, then the “team” graph in his/her Incident Drill-in will represent the whole customer support team’s average.
Read more about Incident Drill-ins here.
Arena: Team view in Arena
After you set up your teams, you’ll be able to see the performance of your agents-players grouped by the teams in the Arena. You can filter your Arena by the team. The filter “sort by” will be applied to a team as well.
Read more about the Arena here.