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Mastering OI Reports: A Team Leader’s Guide to Data-Driven Agent Coaching
Mastering OI Reports: A Team Leader’s Guide to Data-Driven Agent Coaching

A step-by-step guide to leveraging OI for targeted agent coaching, including a training video.

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Written by Anita Casanovas
Updated over 3 weeks ago


Summary

This support page will help you confidently navigate Operational Intelligence (OI) as a Team Leader or Supervisor, enabling you to drive data-based continuous improvement and coaching within your team.

Below you’ll find a detailed step-by-step guide. Prefer to watch a video? Click here to see a walk-through.

What You’ll Learn

  • How to find your team in OI

  • How to navigate the OI filters

  • How to assess team performance using key metrics

  • How to interpret the Agent Profile

  • How to identify coaching opportunities and drive improvement

Step 1 - Find my Team

From the Dashboard, click the ‘Performance’ page.

Click ‘Show me how’ at the bottom of ‘Approach two: Review agent performance by metric’

You’ll see all agents sorted by Average Handle Time (AHT) by default. You can change this as needed.

Now, let’s apply "Filters" to find the agents in your team. Click on the filters bar on the left hand side of the screen.

You will now see the Filters screen.

To filter to your team, click on ‘Org Structure‘, select your group name (highlighted in purple). Ensure no other Team Leader names are selected.

Click on ‘Apply filters’ to see the agents in your team. If you want to sort your team by a metric other than Average Handle Time, click on ‘Metric’.

Curious to understand more about definitions, click here to learn more.

Once you click ‘Apply filters’ you'll be taken back to the Agent Performance page for your team.

Short Cut Tip: Save this view by clicking on the love heart, on the left, in the filter window. This view will now show on your dashboard home page under ‘Saved Views’. You no longer need to apply filters every time you want to see your team.

Important Notes:

  • If you don’t see your team’s name in Org Structure, the agent roster may need to be updated. You can manually select all agents in your team using the ‘Agent’ field in the filters panel and save the view.

  • Ensure you’ve selected the right model for your department by clicking the cube icon in the filter panel.


Navigating the Agent Profile

The Agent Profile provides a deep dive into an agent’s performance. Here’s how to use it effectively.

Agent performance by metric is sorted from High to Low as a default. When you hover over the bar next to the agent name, you can see more information about that particular agent.

In this example, agents with the longest AHT are at the top of the screen and the lowest AHT are at the bottom.

When you click on the bar, it will take you to that Agent’s Profile.

There are various sections within the Agent Profile.

Time Series

Adjust the time to look at data and performance over different periods.

Best Practice Tip: If you use three months of historical data to identify coaching opportunities. After coaching the agent, review the most recent week's data to assess their progress and measure improvements.

Agent Performance Overall

You can see how the agent performs for key metrics (AHT, Predicted Resolution, Agent Effectiveness) in comparison to others.

Note: If you click on the drop down arrow next to the metric, you can change the metric.

Volume handled by agent

Here OI automatically identifies what inquiry types the agent is handling. When you hover over one, you can see information about that inquiry, based on the agent.

Clicking one of the Inquiries, the Agent Performance Overall, shows you how the agent performs for that inquiry relative to everyone else.

For example:

We can see how this agent performs when a customer calls because they’re having an issue ‘Logging into my Internet Banking/App’.

This agent's Average Handle Time is higher than ‘All’, their Average Predicted Resolution is lower than ‘All’ and their Average Agent Effectiveness is higher than ‘All’ (a lower score is better for Agent Effectiveness). This is a clear coaching opportunity.

Inquiry impact on Average Handle Time

This view shows exactly which inquiries are impacting any given metric. In this example, calls relating to ‘Logging into my Internet Banking/App’ are driving this agent’s Average Handle Time up more than any other inquiry. This is the inquiry to focus on to reduce this agent’s overall AHT.

Note, by using the Filters, you can change the metric, to see which inquiries are impacting Sentiment, Satisfaction, Resolution, Effectiveness etc.

Agent’s metrics over time

Here you can see how any of the agent’s metrics (the lines) are changing over time. You can use the drop down arrow (shown underneath ‘Monthly’ in the top right hand corner) to change the metrics. The bars represent volume.

How to use the Agent Profile for Coaching

Best Practice Playbook

Step

Action

Details

🔍Step 1: Identify a Performance Opportunity

Choose one specific inquiry

Focus on a single inquiry type that needs improvement.

Select a key metric

Identify a performance metric to improve (e.g., AHT, Resolution, Satisfaction).

👥 Step 2: Conduct Data-Driven Coaching

Show the agent the data

Use OI reports to present their performance transparently.

Explain why the inquiry was chosen

Clarify the reason for focusing on this particular issue.

Discuss the target metric

Help the agent understand which metric they need to improve.

Set a SMART goal

Example: “By [X date], I will reduce my AHT by 10% for ‘Logging into my Internet Banking/App’ inquiries.”

Engage the agent

- Ask what they can do to improve.
- Identify skill gaps.
- Agree on an action plan and check-in date.

📅 Step 3: Check-In & Review Progress

Review the latest data

Focus on the last week's performance.

Filter to the specific inquiry

Ensure you are tracking progress on the identified coaching area.

Provide feedback

Discuss improvements and areas that still need work.

✅ Step 4: Complete & Reinforce Learning

Repeat the process

Continue coaching until the agent reaches their goal.

Track long-term performance

Use OI insights to ensure sustained improvement.

Drive consistent coaching

Regular coaching sessions lead to better results over time!


Conclusion:

By leveraging OI reports effectively, Team Leaders and Supervisors can drive meaningful, data-backed coaching that directly improves agent performance and customer outcomes.

Start using these steps today and empower your team with insightful, targeted coaching that delivers real results!

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