My Team
The My Team page in OI is available to users with the Team Leader role. It enables Team Leaders and coaches to track agent performance and monitor the progress of coaching plans.
Accessing the My Team Page
Note:
To access the My Team page, you need to have the Team Leader role and be assigned to at least one team.
If you cannot see this page and believe you should have access, please contact your company’s OI Administrator.
Navigate to the OI Dashboard.
Click on ‘My Team’ to open the page.
Selecting a Model to View Performance
Select the model for which you want to view agent performance.
If your team works in only one model, it will be selected automatically.
If your team works across multiple models, select the relevant model to view performance metrics and inquiries specific to it.
Coaching Plans
The top section of the My Team page shows coaching plans that are currently in progress for your agents. You can also view completed plans by clicking on ‘Completed’.
Viewing an Agent’s Performance or Coaching Plan:
Click on an agent’s name to view their performance page.
Click ‘Review’ to view the details of an agent’s coaching plan.
What Your Team Needs the Most Help With:
Expand this section to see the most common support items selected in your team’s coaching plans.
Click on the items to see who has requested them and which inquiries they relate to.
Agents Without Coaching Plans
This section lists agents who have access to OI but do not currently have an active coaching plan.
Click ‘View Performance’ under Actions to view the performance details for these agents.
Note:
If an agent has no user information and displays a red flag under ‘Actions’, it means they do not have OI access. Please contact your OI Administrator to grant access to enable you to view their information in the Performance page.
If you notice missing agents or agents assigned to the wrong team, contact your OI Administrator to ensure proper team assignments in OI.
Viewing Individual Agent Performance
To view the performance of an individual agent:
From the Coaching Plans section, click on the agent's name.
Or, from the Agents Without Current Coaching Plans section, click ‘View Performance’ under Actions for the desired agent.
Learn More: Agent Performance
Viewing and Managing Coaching Plans
To view or manage coaching plans for agents in your team:
From the Coaching Plans section of the My Team page, locate the agent you're interested in.
Click ‘Review’ next to their name to see their coaching plan details.
Note:
Active coaching plans are updated daily to reflect your agent's progress toward their goals.
Coaching Plan Metrics:
The ‘Start’ value in the coaching plan reflects the agent’s average score for the selected inquiry over the three months leading up to the plan’s start date.
The ‘Now’ value represents the agent's average score for the selected inquiry over their most recent 20 interactions.
Learn More: