Review your team’s performance

Steps

1. Step 1 of 13

   Choose the period and who to see

   Everything on the page follows one period.

   Team performance is under Reports, in the menu on the left. Choose the Period: by default the last 7 days, with up to 90 days of history. Every figure, chart and table uses that period and is compared with the previous period of the same length. Teams and Bridge users narrow the page; left empty they show everyone. A branch or a showroom is a team, so you can also see it on its own.

   • By default, the last 7 days
   • Compared with the previous period
   • A branch or showroom is a team

   Watch step 1 on the screen

2. Step 2 of 13

   Choose how times are counted

   The selector sets how times are counted.

   The Times selector, next to the filters, sets how reply times are measured. In Business hours the clock stops outside the working day (08:00 to 18:00 in this example); in Calendar hours every hour counts, nights and weekends included. It changes the average time, the 90th percentile, the first response and the resolution; replies on time and SLA breaches are always measured in business hours.

   • Business hours: the clock stops
   • Calendar hours: nights and weekends too
   • Replies on time do not change

   Watch step 2 on the screen

3. Step 3 of 13

   See who works in Bridge

   The first figure shows who works in Bridge.

   Active users counts the expected Bridge users with a sign-in or recorded work in the period, out of everyone expected. The bar splits them into Signed in, No sign-in, Never signed in and No data, when records are missing. Invited users who have not activated, disabled accounts and people on leave are not counted, and the page says who they are. Each figure shows its change against the previous period.

   • A sign-in or recorded work
   • The bar splits the access
   • Who is not counted is on the page

   Watch step 3 on the screen

4. Step 4 of 13

   See how they were answered

   This figure shows how conversations were answered.

   Conversations counts those with a message, call, email or meeting in the period; a shared conversation counts once. A conversation is answered when a Bridge user replied at least once in the period. Answered on time: the first reply came within the SLA target (60 business minutes in this example). Answered late: it came after. Not answered: the customer wrote and nobody replied. Below, the share of conversations answered.

   • Answered: at least one reply
   • On time, late or not answered
   • Below, the % answered

   Watch step 4 on the screen

5. Step 5 of 13

   Add up the work with customers

   This figure adds up the work with customers, by channel.

   Interactions adds up the messages, calls, emails and meetings with customers in the period, and the bar splits them by channel. Internal notes and AI summaries never count.

   • Messages, calls, emails and meetings
   • The bar splits them by channel
   • Internal notes and AI summaries never count

   Watch step 5 on the screen

6. Step 6 of 13

   Read the reply time

   This figure shows how fast the team replies.

   Avg. reply time is the average of the period; lower is better. Below it you see the share of replies on time, the 90th percentile and the first response. Rest the pointer on those values to see the detail: replies on time, SLA breaches, average, 90th percentile, first response, resolution and the hours in use. The 90th percentile shows the slow replies the average hides.

   • Lower is better
   • On time, 90th percentile and first response
   • The pointer shows the detail

   Watch step 6 on the screen

7. Step 7 of 13

   Check the tasks

   This figure shows the follow-up with tasks.

   Tasks completed counts the follow-up tasks done in the period. Below, how many were created in the period and how many are overdue now, of those still open.

   • Tasks done in the period
   • Created in the period
   • Overdue now, of those open

   Watch step 7 on the screen

8. Step 8 of 13

   Follow one measure day by day

   The chart follows one measure day by day.

   The chart shows one measure at a time: Interactions, Conversations, Replies on time, Reply time, Active users or Time connected. It shows every day of the week, Saturdays and Sundays included, and the dotted line is the previous period of the same length. Today appears as so far.

   • One measure at a time
   • Every day, Saturday and Sunday too
   • Dotted: the previous period

   Watch step 8 on the screen

9. Step 9 of 13

   Compare people

   The table puts every person side by side.

   The Bridge users table puts every person on the same measures: Conversations, Answered, Replies on time, Avg. reply time and Tasks done. Answered shows the share and a bar with on time, late and not answered. Signal flags up to two reasons to look closer, such as Low activity or Never signed in; it is not a rating. Columns adds Access, Interactions per day and Connected per day. Below, who is not counted and why.

   • The same measures for everyone
   • Signal: a reason to look, not a rating
   • Columns adds more measures

   Watch step 9 on the screen

10. Step 10 of 13

    Compare teams

    Teams shows the same reading per team.

    Choose Teams to see one row per team, with its active users, the same measures and how many people have something to review. Since a branch or a showroom is a team, you can compare them side by side. Click a team to see its Bridge users and what is awaiting a reply now.

    • One row per team
    • A branch or showroom is a team
    • A click opens the team

    Watch step 10 on the screen

11. Step 11 of 13

    See when the work happens

    The heat map shows when the work happens.

    Interactions by day and hour shows, from Monday to Sunday and hour by hour, how many interactions there were in the period. Darker colours are the busiest hours, and each day’s total is on the right.

    • Monday to Sunday, by hour
    • Darker: more interactions
    • Each day’s total on the right

    Watch step 11 on the screen

12. Step 12 of 13

    Open one person’s performance

    Each person opens in a panel with their performance.

    Click a row to open that person’s panel on Performance, with the same period and the same Times selector. It shows Active days, Interactions, Avg. reply time and Tasks completed, and sections that open with a click: the chart per day, AI read, which is an estimate; Interaction types and Impact on contacts, which are AI metrics updated once a day; Compared with the team, Interactions by day and hour and their conversations. Live operations shows what is waiting for them now.

    • Same period and same times
    • Sections that open with a click
    • AI read: an estimate

    Watch step 12 on the screen

13. Step 13 of 13

    Open and download the detail

    Each figure opens the list of the people behind it.

    The arrow on each figure opens the list of the people behind it, with that figure’s columns and sorted by that measure. Search, filter and use Download to get every row of the list. Click a person to open their performance. Next: See what is happening in your operation right now.

    • Only that figure’s columns
    • Download gets every row
    • Next: what is happening now

    Watch step 13 on the screen