My Team:
The My Team page in OI is accessible to users with the Team Leader role. It allows Team Leaders and Coaches to track agent performance and monitor the progress of coaching plans effectively.
Access the My Team Page:
Navigate to the OI Dashboard.
Click on ‘My Team’ to open the page.
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.
Select a Model to View Performance
Choose the model you want to analyze for agent performance.
If your team operates within a single model, it will be selected automatically.
If your team works across multiple models, manually select the relevant model to view its performance metrics and inquiries.
My Team: Coaching Plans
The top section of the My Team page displays coaching plans currently In Progress, Finishing Soon (within next 7 days) and Completed for your agents assigned to your team.
Click any of the corresponding boxes to view relevant plans.
Viewing an Agent’s Coaching Plan
On the Dashboard page, you can view a summary of all agents' coaching plans and associated metrics. You can also sort the data by any column header for easier analysis.
Click ‘Review’ to view the details of an agent’s coaching plan.
Click on an agent’s name to access their performance page.
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.
Important Note:
Active coaching plans are updated daily to reflect your agents' progress toward their goals. This information is essential for ongoing coaching discussions and performance reviews with agents.
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 about: Agent Performance
Identifying Your Team’s Key Support Needs
Click to expand and explore the most common support needs featured in your team’s coaching plans— these are direct requests made by your team to their managers for guidance and improvement.
Click on an item to view which agents have requested it and the inquiries it relates to.
Important Note: These support need requests offer valuable insights to refine and improve future agent training and onboarding practices.
Agents Without Coaching Plans
This section lists agents who have access to OI but don't currently have an active coaching plan.
Click ‘View Performance’ under Actions to review an agent’s performance details. Agent Performance data enables you to pinpoint key areas for improvement, providing essential insights to review during coaching sessions with your agents.
Important Notes:
If an agent has no user information and a red flag appears under Actions, it means they do not have access to OI. Please contact your OI Administrator to grant access so their information can be viewed on the Performance page.
If agents are missing or incorrectly assigned to a team, reach out to your OI Administrator to ensure proper team assignments within OI.