The Teams Report

The Teams report consists of dashboards of key performance indicator or KPI data for each team. It can be switched over to Agent statistics and reporting.

A teams dashboard displays for each of your teams, showing data specific to that team.

This report is filtered by your associated business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups.(s). If your account is a user without agent or supervisor type, the report will show entries from all business units.

Select Teams under the Reports heading in the portal sidebar to display the Teams Report.

Teams core KPIs

Initially each team’s dashboard displays six core KPIs.

KPI	Description
Agents Logged In	Total team member agents logged in.
Agents Busy	Total agents busy with conversations.
Agents On Break	Total agents on break.
Agents Available	Total agents available to handle conversations.
Tasks Handled	Total conversation tasks handled that day.
Tasks Missed	Total abandoned conversation tasks.

tip

When viewing a lot of teams, try adjusting the zoom settings of your browser.

Additional KPIs

1. Click Show more at the top right corner of the team dashboard to view additional KPIs. The control label changes to Show less.

2. Toggle the expanded or collapsed view by clicking these controls.

Team availability

A stacked horizontal bar chart.

KPI	Description
Busy	Total agents currently busy with conversation tasks.
Break	Total agents currently on break.
Idle	Total agents in idle state, available to handle conversation tasks.

Break reasons

A stacked horizontal bar chart presenting the topmost used break types.

KPI	Description
Default Break	Duration this break was used, presented visually as a proportion of all break durations - A system defined break type.
RONA Break	Duration this break was used, presented visually as a proportion of all break durations - A system defined break type.
Administrator Configured Break Name	Duration a break-name configured by an administrator was used. This repeats for each configured break name. Displays as a proportion of total break durations.

Click the Additional details icon at the top right corner of this KPI to view the metric for the full list of all break types used.

Tasks by disposition code

Stacked horizontal bar chart showing the topmost used disposition codesDisposition Codes – Another name for Completion Codes: short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. See Completion Codes..

KPI	Description
unspecified	Total number of times no disposition code was used.
Administrator Configured Disposition Code	Total number of times this disposition code was used - repeats for each configured code.

Click the Additional details icon at the top right corner of this KPI to view the metric for the full list of all disposition codes used.

Tasks by media type

Four horizontal bar charts, consisting of media specific KPIs:

• Voice tasks

  KPI	Description
  Average handling time	Average voice call handling time.
  Handle ratio	Calls handled out of the total offered. Missed calls will lower the ratio

• Email tasks

  KPI	Description
  Average handling time	Average email task handling time.
  Handle ratio	Emails handled out of the total offered. Missed emails will lower the ratio
  Total emails sent	Count of how many emails the team sent, this includes replies, outbound emails as well as forwards done by agents.

• Chat tasks

  KPI	Description
  Average handling time	Average chat handling time.
  Handle ratio	Chats handled out of the total offered. Missed chats will lower the ratio

  • External tasks

  KPI	Description
  Average handling time	Average handling time for scripting related tasks

Edit visual thresholds

Apply threshold values to task handling KPIs for quick feedback on performance trends. When thresholds are met, KPI visuals change to draw your attention.

1. Select Teams from the Realtime Reports section in the Graia CCaaS Portal sidebar.

2. Identify the team where you want to edit a threshold, and click Show more at the top right hand corner of the dashboard to view the current KPI trends.

3. Click the Edit thresholds icon at the top left corner of the dashboard, right next to the team name label.

4. Set the Average handling time and/or Handled ratio thresholds for some or all media type(s).

5. Save the updated thresholds.

6. Watch the media specific task handling KPIs. Notice how the style changes as the threshold values are met.