To access your Team Leader Dashboard, click on “My Team” on the OI homepage.

When you log in, you’ll see all your team’s coaching plans filtered by: In Progress, Finishing Soon or Completed.

Click on “review” on any of your teams plans on the coaching plan page to view the agent’s progress. Note - you can’t create or delete coaching plans, only agents can.

To help you understand what your team needs support with, OI groups all the agents requests by inquiry type for you. This way you can track trends and address their needs on a group scale when required.

Here you can see the list of agents that don’t have active coaching plans. Clicking “view performance” will take you to their Agent Dashboard. Any agent with a red flag does not have access to OI.

These are your top 3 inquiries based on your effectiveness score and workload. It covers the last 3 months of interactions.

These are your top 3 enquiries to focus on for improvement based on your effectiveness score and workload. It covers the last 3 months of interactions.

Here you can view an overview of your performance across all inquiries by volume, and read recent transcripts.