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

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.

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.

Important Notes:

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.

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.

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!