Learn how the Team Leaderboard tracks agent performance through a points system, awards medals to top performers, allows Admins to customize views and metrics, and highlights both top and least performing insights for the team.
Teams
Date Ranges (Today, Week, Month, Quarter, and Year).Use Date Range to pull a custom timeframe of your choice.
The Team Leaderboard tile displays the total points earned by each agent per the selected date range. Total points for an agent will be calculated by the points earned in each scored conversation.
Points for each conversation will be calculated by dividing the total score by ten and rounding off to the nearest non-decimal value (e.g. 1.5 will be 2, and 1.4 will be 1)
Gold, Silver, and Bronze medals are awarded to the top 3 performers, and users will be compared to those top 3 performers.
For all Admins, the Leaderboard will show the top 4 scorers. If Admin users want to view more agents on the Leaderboard, click the Expand icon on the top right of the Team Leaderboard box. Admin users can drag and drop team members to compare their performance to a top-performing member designated as the Champion.
Note: The Champion cannot be removed from the list.
When dragging and dropping agents, you will see that the metrics for Users will update with new averages.
The gear icon allows users to select specific metrics to compare rather than seeing every metric available.
At the bottom of the Teams page, users will see the top three best-performing insights vs. the bottom three least-performing insights for the Team.
