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How do I measure my team's individual performance?

A

I would like to know how you measure the individual performance of the service agents of the support team. I didn't get satisfactory data with the tool filters

Best answer by Eric Fitz

Hey @alex f12​, which KPIs are you using to measure teammate performance?

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Eric Fitz
Employee
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  • Eric FitzEmployee
  • Employee
  • 1630 replies
  • Answer
  • April 13, 2022

Hey @alex f12​, which KPIs are you using to measure teammate performance?

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  • Alex F12
  • Author
  • Connector
  • 7 replies
  • April 13, 2022

Hi @eric f11​!

I want to know how many conversations an agent pulled from the queue.

 

The only filter it found was assigned to Teammate, but in that filter, it only considers the conversation that is assigned.

I want to know how many conversations an agent pulled from the queue.

 

The only filter it found was assigned to Teammate, but in that filter, it only considers the conversation that is assigned.

 

Eric Fitz
Employee
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  • Eric FitzEmployee
  • Employee
  • 1630 replies
  • April 26, 2022

Apologies for the delay in my reply, @alex f12​, I was on holiday! Is there an instance within your workflows where a conversation might be assigned to a teammate without them pulling it themselves?

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