Go to the Performance Heat Map - From any page in the OI portal, click ‘Insights’ at the top of the page, then click ‘Performance Heat Map’

Change the Group by (Y-axis) display option to ‘Team’

Using the Org Structure filter, select the site/s and team/s of interest

Click on the box in the Performance Heat Map for the Root Cause the Inquiry of interest is located under for the team you are interested in

Click on the Inquiry you are interested in

The Performance Heat Map will display the agents in the team sorted by low to high performance

You can change the ‘Sort by’ display option to ‘Highest Performance’ to view the agents sorted by high to low performance.

Note: If the team has more than 20 agents, the chart will limit the results to the top or bottom 20 performers depending on the ‘Sort by’ option selected.

Now that you have an idea of who are the lower and higher performers for this inquiry type, you could use this insight to target coaching or to model best practice.

Note: Performance in this chart is ranked using the Agent Effectiveness Score. For more information about the Agent Effectiveness Score click here. Alternatively, you are able to change the 'Group by metric' to see performance isolated to 'Average Handle Time' only.