Add Average team Productive Adherence (All channels) metric to Team Performance
F
Fond Cougar
Requesting the addition of a feature that allows for the generation of a cumulative productive adherence report for all team members across all channels. Currently, the team performance report breaks down adherence by individual channels and does not provide a cumulative view. To get the desired data, I must run separate reports for each agent via their individual scorecards, which is impractical for teams with a large number of members.
M
Monica Rangel
Merged in a post:
Teamwide Occupancy and Productive Schedule Adherence
Z
Zachary Winans
It would be nice if the team performance report had teamwide occupancy as well as productive schedule adherence so we could gauge these metrics at the team level
M
Monica Rangel
Merged in a post:
Reporting for Productive Adherence on an Org Level and Team Level
E
Eucalyptus Penguin
When looking at the team performance report, it breaks out adherence for chat, phone, and email. In the agent scorecard, we can see an average productive adherence for all channels (not broken out by individual channel). We'd like an adherence report that shows avg productive adherence on an org level, team level, and individual level.
M
Monica Rangel
Merged in a post:
Team Averages for Productivity and Adherence
T
Tropical Lynx
In the team performance report it would be great to have averages for productivity and adherence.
M
Monica Rangel
Merged in a post:
Total Adherence Instead of Channel Adherence
L
Lava red Cardinal
Would like to see a total Adherence % metric instead of a Channel-based Adherence metric from the Team Performance view.
B
Bea Del Negro
Merged in a post:
Total adherence across all channels
I
Incarnadine Perch
Currently, the Team Performance report shows adherence % for productive events broken down by channel. Would like to see a total (sum) of adherence for ALL productive events, while also taking into consideration blended agent state mappings (multiple channels mapped to a single event).
E
Ecru Canid
Flagging for Assembled Team: there is another post with same ask!
"Total adherence across all channels
Incarnadine Perch
Currently, the Team Performance report shows adherence % for productive events broken down by channel. Would like to see a total (sum) of adherence for ALL productive events, while also taking into consideration blended agent state mappings (multiple channels mapped to a single event)."