Dear Assembled Product Team,

I hope this message finds you well. I am writing to propose several enhancements to the Team Performance Report in Assembled that would significantly improve our ability to monitor and analyze our team's performance over time.

Current Limitations:

Lack of Comprehensive Team Performance Snapshot: The existing report provides data limited to the selected date range, making it challenging to assess overall team performance trends.

Absence of Aggregate Metrics: Metrics such as Productive Adherence, Solved per Hour, and Customer Satisfaction Score (CSAT) are only available at the individual agent level, hindering a holistic view of team performance.

Requested Enhancements:

Team-Level Productive Adherence Metrics:

Feature: Introduce a team-wide average for Productive Adherence, with the ability to view daily, weekly, and monthly results.

Benefit: This would enable us to track adherence trends over extended periods, such as the past 6-12 months, facilitating better resource planning and performance evaluation.

Aggregate Solved per Hour Metrics:

Feature: Provide the average number of cases solved per hour for the entire team, in addition to individual agent metrics.

Benefit: This would offer insights into overall team productivity and help identify periods of high or low efficiency.

Team-Wide CSAT Scores:

Feature: Display the average CSAT score for the entire team alongside individual scores.

Benefit: A consolidated CSAT metric would allow us to gauge overall customer satisfaction and implement team-wide improvements where necessary.

Enhanced Data Visualization:

Feature: Incorporate weekly and monthly graphical representations of key performance indicators, enabling easy comparison across different time periods.

Benefit: Visual trends would facilitate quicker identification of performance patterns and support data-driven decision-making.

Supporting Information:

I have noted that similar requests have been made by other users, indicating a broader need for these features. For instance, a feature request titled "Cumulative Productive Adherence Report for Team Members" highlights the desire for a cumulative view of adherence across all channels, rather than segmented by individual channels. Assembled Feedback

Implementing these enhancements would provide a more comprehensive and actionable overview of team performance, aligning with Assembled's commitment to delivering robust and user-centric reporting tools.

Thank you for considering these suggestions. I look forward to the possibility of these features being incorporated into future updates.

Best regards,

Krystian