Team Scorecard overview

The Team Scorecard will help you quickly get an overview of your team's performance and spot opportunities for improvement on a team level.

With Kaizo's Team Scorecard you will: 

• Save time, ditch the spreadsheets! ⏱️
• Access real-time team overviews instantly 🚀
• Perfect data-driven forecasting and team capacity planning 📊
• Streamline team management from a central hub 🎯

Need more information and metrics from a specific agent? Switch to the Agent Scorecard.
To switch to the Agent's Scorecard, click on the "Agent " section in the top left corner of your screen. Alternatively, you can click on an agent name while still viewing the Team Scorecard. 

How to access the Team Scorecard

The Team Scorecard is accessible through the Scorecard building in the village. If you have been granted access to the Team Scorecard, it will be the first screen you see when clicking the Scorecard building. 

How to set up your Team Scorecard 

When you first access the Team Scorecard, you will see 3 columns with a metric assigned to each of them. The columns are not static, you can customize each of them to display the metric you want to see.

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 though. Each person with access can customize their own metrics. 

See how to customize your Team Scorecard below.

Select the metrics you would like to visualize 

Click on the drop-down to view all metrics available. You can always switch metrics by doing it again and selecting another metric. 

*pro tip: you can type in the metric field to quickly find the metric you need to find.

Adjust the date range 

There are three date units 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 columns. 

Filter according to Team or Channel Type

If you are responsible for a specific team, you can select the team you would like to track.

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 had previously selected. 

Check performance of specific agent or compare agents to each other

On the top right, you'll see a filter called 'All agents' Here you can select a specific Agent from the dropdown or search their name- you will only see the agent's metrics. 

If you select multiple agents you will see their metrics combined. 

Trends per metric

For each metric you select, you will also see the trends per Agent and team.

The trend is always reflected according to the timeframe you selected.

For example, if you select week 36, the trend will be compared to week 35. If you selected the month of June, the trend would be compared to the month of May.

The trends enable you to easily see if a metric is stable, increasing or in decline. 

Choose the Timezone:

Whether you want to assess performance based on your agents' local time zones for real-time insights into productivity levels, or you prefer to standardize your view using the UTC timezone (Missions timezone), the choice is yours.

💡We advise keeping the time zone filter on the “Agent timezone” at all times to capture the full agent’s performance within the chosen time frame.

Data export

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

The exported data will be downloaded in a csv file which you can use to share within your company.

For more information on the way metrics get calculated inside Kaizo, please visit this link.