Trend report for all metrics, especially Team Performance for period over period
As a workforce manager, I'd love to be able to view in a trend line chart, different date range options, a comparison of all key performance metrics to help tell the story with the data better.
I'd love the trend charts day over day, week over week, month over month, even being able to open up an annual trend and being able to choose a daily or weekly trend line. What I'd love to see is the ability to see key performance metrics that could be driving SL up or down, depending on behaviors that are highlighted through performance metrics like adherence, AHT, occupancy, etc all within a similar view.
I could then see any dramatic upticks in AHT, for example, that may drive occupancy up and SL down without an influx in contacts - hope that makes sense.
In today's world, we have to navigate through various reports and that data is displayed differently across them so it ends up being exported and built outside of Assembled with some finessing.
But, if it's readily available to view together within the tool, it would help significantly reduce the LOE it takes to get these comparisons - and with visual charts.
We do Weekly, Monthly, Tertially (4 months) and Annual business reviews, so being able to visualize the trends of a busy season for ELT, for example, and provide the detailed context of the weekly manager's focus areas all within an easy to digest format would help us spend more time in other critical focus areas.
David Patou
Merged in a post:
Report by hour
D
Double Sailfish
Give the option to pull a report between specific times of days and not just per day. Specifically for Team Performance reports.
David Patou
Merged in a post:
Be able to select time in date selection for Team Performance report
O
Oyster Tyrannosaurus
In the reporting, it would be helpful to have the option to select time frame- such as 11am-3pm- to have a more granular look at my team's performance.
David Patou
Merged in a post:
Timeline for Team Performance
I
Inkwell Peafowl
Having a timeline option for team performance (ie. hourly, daily, weekly, monthly, etc) would really help us tell the story we need to
David Patou
Merged in a post:
Change graph x-value intervals in Team Performance Report
Ryan Pisuena
I should be able to change the values on the x graph on graphs in the Team Performance Report to get more granular reporting
David Patou
Merged in a post:
Show daily breakdown for team performance report
T
Tropical Swan
Currently, the Team Performance report only shows metrics for a date range. It would be a better user experience if the report could break down the agent's metrics on a daily basis if more than 1 day is selected in the range. It would be good to see the data in the same form as the Forecasted vs Actual's Daily vs Hourly report format.
David Patou
Merged in a post:
Break down Team performance report to 30 minute intervals
O
Oyster Tyrannosaurus
It would be helpful if the Team performance report could be shown in 30 minute intervals so I can see if we have certain times of the day where adherence isn't being met.
C
Coral Stingray
Adding on to this, it would be useful to be show monthly/weekly breakdown based on the time range. For example, having the ability to select the date grain of the graphs (e.g. daily, weekly, monthly) and then the ability to export that summarized data. As a manage, I'm asked to pull a weekly or monthly YTD view of adherence, and currently that’s time consuming since it requires manual exports for each week/month.