The Team Performance Report tab allows you to generate statistical data about the performance of your teams in their end-user engagements for a specified period of time. The report statistics allow you to evaluate metrics such as the total number of engagements, the average duration of engagements, the team's response time, how the team allocates its time, and how individual team members performed.
The first section of the Team Performance Report allows you to specify the reporting period and select the team on which to report. You can obtain reports only for teams that already exist. For information on creating teams, see Manage Teams.
Using the Reporting Period drop-down menu, you can specify the reporting period as one of the following:
Reports activity for the six days counting back from the day of the request. For example, if you make the request on November 5, 2017, the X-axis of the graph shows the days: Oct 30, Oct 31, Nov 1, Nov 2, Nov 3, Nov 4. In other words, it will display data for the period from 12 AM Oct 30 to 12 AM Nov 5.
Reports activity by week for the previous month, counting back from the day of the request. For example, if you make the request on November 5, 2017, the report shows activity starting from the week of October 5. If the week leading up to November 5 is less than an entire week, Oracle Live Experience calculates the data for those days and the graph indicates the range of dates for that week.
Past 3 Months
Reports activity by week for the period of the prior three months, counting back from the day of the request. For example, if the date is November 5, 2017, the report displays data for the weeks starting from 12 AM August 5 to 12AM to November 5.
If you specify Custom, you can enter Start and End dates within the previous ninety day period in the format
yyyy, for month, day, and year - for example, Nov 3, 2017. The data is reported as follows:
By day of the week if the range is less than a week
By two-day periods if the range is less than two weeks
By two-day periods if the range is between two weeks and four weeks
By week and rolled up to the nearest week if the range is between one month and three months
From the Team drop-down menu, you can select either All, to generate a report for all teams, or the name of a particular team for which you would like to generate the report. If you select All the report statistics pertain to all the members of all the teams.
If you change the reporting period or the team, click Update to refresh the report content for the new criteria.
The team performance report presents the following information:
The total number of engagements that the team completed over the specified period. Also shows the percentage that the total represents compared to engagements completed in the previous period of the same length.
Average Wait Time
The average time, measured in seconds, that an end user waited to connect with an associate. Time is measured from the time the call rings to when an associate picks up the call. Also shows the percentage that this value represents compared to the average wait time in the previous period of the same length.
Average Engagement Duration
The team's average engagement duration, with the engagement beginning when the end user connects with an associate. Value is total duration for all calls averaged over the number of engagements in the time period. Also shows the percent that this value represents of the average engagement duration in the previous period of the same length.
Max Queue Length
The maximum number of users in the queue at one time over the specified period. Also shows the percentage that this value represents of the maximum queue length for the team in the previous period of the same length.
The percentage of time in the period that the team was busy engaging with customers, including wrap up time after the call. Also shows the percentage that this value represents of the utilization rating the team had in the same period of the same length.
A pie graph that depicts the percentage of time that the team associates' activities fell into each of these categories: Busy, Available, and Away.
A line graph that shows the percentage of time that associates were busy on each day during the specified period. The term busy refers to time spent in customer engagements plus time spent wrapping up an engagement.
Average Engagement Duration
A vertical bar graph that shows in minutes the average duration of engagements for each day during the specified period.
Average Response Time
A vertical bar graph shows the average response time in seconds for each day of the specified period.
Use the team member performance report to view and compare how individual team members are performing.
To select team members, click in the Search Team Members box to open a drop-down list of team members from which you can select members. When you click a member's name, Live Experience adds it to the report.
Click Select All to include all team members in the report.
Click Clear All to clear the members currently selected.
For each selected member of the team, the team member performance report displays the following information:
Total number of engagements for the period
Average duration of an engagement in minutes
Average Response Time measures the time in seconds from when a call rings to when the associate answers the call.
Logged-In time is the number of hours that the associate is logged in, including away time.
Busy time is the number of hours that the associate is engaged with end users plus the hours spent wrapping up calls (that is the time the associate takes from terminating an engagement to returning to the call queue).