We’re excited to introduce some new updates to your Team Leader pages, making it easier than ever to track, analyze, and optimize your team’s performance.
If you aren’t familiar with the Team Leader Dashboard, check out that training first!
What’s New?
My Team Metrics – Smarter Insights at a Glance: Quickly assess your team’s real-time and historical performance with intuitive visual metrics.
Performance Colors – Instant Clarity: Easily identify top-performing teams, those in the middle, and areas needing attention.
Coaching Plan Indicators – Stay on Track: See at a glance if coaching plans are ahead of schedule, on track, or need adjustment—so you can take action sooner.
Flexible Timeframe Selection: Zoom in on performance from the past 24 hours, week, month, or quarter to make informed decisions fast.
Enhanced Sorting & Filtering: Organize team metrics your way—by volume, performance, or custom date ranges.
These updates empower you with data-driven coaching, faster insights, and easy navigation—all designed to help you drive better team performance and customer success.
Let's review the new updates!
My Team:
The My Team page, accessible to users with the Team Leader profile, provides an overview of your team’s performance over time, helping you track coaching plan progress and quickly identify areas for improvement.
Access the My Team Page:
Navigate to the OI Dashboard.
Click on ‘My Team’ to open the page.
My Team Metrics Dashboard
The My Team Metrics page now provides an overview of your team’s performance over time, helping you track progress and identify areas for improvement.
My Team Metrics are displayed in boxes, showing your team’s average performance over the past three months (based on available data) for the selected model.
Click on a metric tile, Effectiveness, AHT, Resolution, or Satisfaction to explore key insights:
My Team’s Average in the Past 24 Hours
This metric compares your team’s performance to all other teams using the selected model over the most recent 24-hour period with available data.
For example, if your contact center is closed on weekends and you check on Monday morning, the data will reflect last Friday’s performance. If you check at the end of Monday, it will display Monday’s performance.
2. Historical Performance
This section allows you to review your team’s performance over a longer period. You can choose to view data for:
The past week
The past month
The past quarter
By analyzing both recent and historical performance, you can gain a well-rounded understanding of how your team compares to others handling the same type of work.
Performance Colors: Each metric is color-coded for quick assessment:
🟢 Green: Top 25% (best-performing teams)
🟡 Yellow: Middle 50%
🔴 Red: Bottom 25% (lowest-performing teams)
This section allows you to quickly identify strengths and areas needing improvement.
Team Performance
The Team Performance section provides a detailed view of your team’s performance across all inquiries, helping you identify trends and areas for improvement.
How It Works:
At the top of the table, you'll see your team’s average performance across all inquiries.
Below, performance data is displayed for each individual inquiry type.
Sorting Options:
By default, the table is sorted by inquiry volume from highest to lowest.
Click the "Inquiries by Volume" label to change the order to lowest to highest.
Click on a metric to sort by performance, either highest to lowest or lowest to highest.
Timeframe Selection
The default view displays performance for the past 90 days.
You can adjust the timeframe to view data from the past month, past week, or past 24 hours.
A custom date range can also be selected if needed.
Coaching Plans
In this release we’ve introduced 3 new coaching indicators; Ahead of Plan, On Track, Off Track. The top section of the Coaching Plans section now displays coaching plans currently In Progress, Finishing Soon (within next 7 days), Ahead of Plan, On Track, Off Track and Completed for your agents assigned to your team.
Click any of the corresponding tiles to view relevant plans.
Understanding Coaching Plan Indicators
The 3 new coaching plan indicators to help track progress and each coaching plan will be categorized as one of the following:
🟢 Ahead of Plan – Performing 15% or more ahead of the expected progress.
🔵 On Track – Within ±15% of the expected progress.
🔴 Off Track – Performing 15% or more behind the expected progress.
Click on any of these tiles to view coaching plans that fall into each group.
How Performance is Measured
We calculate the difference between the starting value and the goal value.
This difference is divided evenly across the number of days in the coaching plan.
We compare the Now Value (performance based on the most recent 20 interactions for the selected inquiry and model) to the expected progress.
Ahead of Plan: 15% or more ahead of the expected progress.
Off Track: 15% or more behind the expected progress.
On Track: Within ±15% of the expected progress.
Understanding Progress
Performance is rarely linear—fluctuations are normal. A plan might be off track one day and ahead of plan the next.
The goal is consistent improvement over time, so don’t worry if a plan appears off track early on.
If a coaching plan ends ahead of plan, consider setting a more ambitious goal for the next one.
If a plan ends off track, consider a longer timeline or a more achievable goal.
Note: If a coaching plan is new and the agent has not yet handled any interactions, it may initially appear off track because the Now Value is zero—this is normal.
Example Calculation
Let’s look at Enzo’s 45 day Coaching Plan at day 20:
Starting Handle Time: 1,058 seconds
Goal: Reduce by 10% in 45 days
Target Handle Time: 1,058 - (10% of 1,058) = 952 seconds
Expected Daily Progress: 105.8 seconds ÷ 45 days = 2.35 seconds per day
Day 20 Expected Progress: 2.35 × 20 = 47 seconds reduction
Target Handle Time by Day 20: 1,011 seconds
On Track: Between 1,018 and 1,004 seconds
Off Track: Above 1,018 seconds
Ahead of Plan: Below 1,004 seconds