Getting started with the Team Scorecard

The team scorecard will help you to quickly get an overview of your teams performance and spot out opportunities for improvement on a team and individual level.

With Kaizo's team scorecard you will: 

• Save hours of your time and stop copying metrics to spreadsheets
• Get real-time team overview and pinpoint issues within seconds 
• Nail data-driven forecasting and plan your team capacity easily
• Manage multiple teams from one single control center

How to access the Team Scorecard:

The Team Scorecard is accessible through the Scorecard building from the village. If you have been granted access to the Team Scorecard, it will be the first screen you see when clicking on the Scorecard building. To switch to an Agent's Scorecard click on Agent View on the top right corner and select the agent from the drop down. 

How to set-up the Team Scorecard: 

When you first access the team scorecard, you will see 3 tables with each one metric assigned to them. The tables are not static, you can customize each table to fit your needs. The metrics and the filters you set-up will be saved automatically for you. It doesn't mean those filters are saved for other team members. Each person with access can customize their own.

See below the steps to follow to customize the team scorecard. 

Select the metrics you would like to visualize 

Click on the drop down to view all metrics available. You can always switch metrics by re-clicking on the dropdown and selecting another one. 

Adjust the date range 

There are three date selection available
1. Select a month 
2. Select a week 
3. Select a custom date (Day)

The timeframe you select will be applied to all the tables. 

Filter according to Team or Channel Type

If you are responsible for a specific team, you can simply select the team you would like to keep track of. Same for channels, you can select a specific channel or combine a few together. The filters will automatically save, meaning the next time you access the Team Scorecard you will directly see the metrics you have selected for the Team you selected. 
 

Check performance of specific agent or compare agents to each other

On the top right you have a search bar where you can simply type agents name. If you select 1 agent specifically, you will only see their metrics. For example, if you need to find out the average handling time for an agent in particular.

With the Team Scorecard you can also easily compare agents to help you find your top performers and your bottom performers that may need a little more help. If you select multiple agents using the search bar, you will see the metrics only for them. 
 

Trends per metric

For each metric you select, you will also see the trends per agent. The trend is always reflected according to the timeframe you selected. For example, if you selected week 36, the trend will be compared to week 35. If you selected month of June, the trend would be in comparison to the month of May. The trends enable you to easily see if a metric is stable, increasing or in decline. 

Data export

You can export filtered data for each metric to the spreadsheets.

You can export filtered data for each metric to the spreadsheets.