How to spot out your top and bottom performer?
The team Scorecard gives you a quick and easy overview of how your team is performing. It will also give you the insights to quickly spot out your top and/or bottom performer to help you better manage the team.
To do so you can select the team(s) that you want using the filter on top, a channel they are working on, and a date. Once done you can select any of the metrics you would like to view your teams performance for and in the example below we'll look at the Ticket Solved/h.
As you can see we filtered the Ticket Solved/H metric based on the value meaning the agent with the most tickets solved per hour will be shown on top and the agent who's solving the least amount of tickets per hour at the bottom. This will quickly help you spot out which of your agent is performing well and which agent might need some coaching and advice.
How to do resource planning using the Team Scorecard
In peaks times one of the most important things is to have your resources planned and scheduled as efficiently as possible. Using the Team Scorecard we can help you get the insights you need to plan your resources accordingly.
Team Scorecard: Open the Team Scorecard and select the team and channels you want to view using the filters on top
Select your metrics: Choose the following three metrics: Tickets Solved/h, Total solved tickets, Zendesk Hours
View resources per channel: Now you'll be able to see how many hours you would need to keep up with the current workload the team is having
Need more help defining which KPI's to set-up in the Team Scorecard? Watch the Getting Started with the Team Scorecard. Our CEO Dominik will walk you through how to determine which metrics influence your main KPIs and how to set up the Team Scorecard to support your goals.