Team comparison reports
Compare performance across teams, stores and the attributes recorded against conversations.
What it is
Report breakdowns group performance by the people, organisation or conversation attributes involved. Team Comparison shows teams or the operators within them. Other reports compare departments, skills, channels, dispositions, events and subsites.
Who uses it and why
Supervisors compare service and sales across teams or stores. Operators with the Reports role inspect relevant breakdowns. Administrators maintain the teams and categories that make those comparisons useful.
Where to find it
Open Reports › Live Chat and select Team Comparison, Operator, Department, Disposition, Settings › Channel, Skill, Subsite or Events.
Social and Text also have Team Comparison. Text has Team Summary. Use Reports › General › Disposition to compare dispositions across the platforms that report offers.
How it works
- Select a website, report and date range.
- Choose the available operator, store or conversation filters.
- In Team Comparison, use Only Stores to limit the comparison to stores. Use By Operator for operator rows within teams.
- Select Apply Filters and compare volumes alongside rates and durations.
Team comparison includes proactive and reactive handling, conversion, sales value, availability, queue and response times, transfers and survey feedback. Chat team comparison also includes audio, video and payment-form measures.
Historical team calculations use membership periods, so a person's work can be associated with the team they belonged to during the reporting period.
Brand, region and country filters select the matching subsites. The resulting figures depend on that classification and the other filters offered by the selected report.
Configure it
With the Settings or Manager role, use Settings › Teams to maintain team and store membership. With the Settings role, maintain departments, skills and dispositions in their respective Settings screens.
Powerfront can change Filter Reports Data By Subsite and Enable Team Restrictions for Reports for you. Describe which teams or subsites each reporting audience should cover. The Settings role is exempt from team restrictions.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Filter Reports Data By Subsite | Settings › General Settings › Admin | website | Off | Powerfront | Applies operator subsite permissions to applicable reporting choices and data. |
| Enable Team Restrictions for Reports | Settings › General Settings › Admin | website | Off | Powerfront | Restricts applicable reporting choices and data by the operator's team scope; the Settings role is exempt. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open comparison and dimension reports. |
Limits and good to know
- One conversation can involve several operators or classifications. Adding all breakdown rows does not necessarily produce a unique-conversation count.
- A transfer can contribute activity to more than one operator or team.
- A report filter narrows a particular report. Do not treat a filter selection as a change to account permissions.
- Compare the same date basis and filters before judging performance differences.
- Blank classifications can produce an unclassified group rather than a named brand, region or country.
Depends on and works with
+5 more · this feature uses
- PCI Payment Form in web chatEnhances
Payment-form activity adds payment request, session, duration and value measures to chat Team Comparison.
- Visitor event rules and actionsEnhances
Visitor events provide an engagement breakdown.
- Report selection and filtersRequires
Report filters and results are available through Reports.
- Operator productivity reportsRelated
Productivity reports explain the handling and availability measures shown in team comparisons.
- Visitor survey questions and scoresConfigured by
Survey question scores and categories determine the feedback measures shown in team comparisons.
View all connections as a list
This feature uses
- SubsitesConfigured by
Subsite definitions provide brand, region and country classification.
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront manages team and subsite reporting restriction switches.
- Website, channel and subsite accessConfigured by
Account website, channel and subsite access affect reporting choices.
- TeamsConfigured by
Team and store definitions and membership provide the organisational groups.
- DepartmentsConfigured by
Department and routing-channel settings define the corresponding report groups.
- Skillsets and skills-based routingConfigured by
Skillsets supply skill groups.
- DispositionsConfigured by
Recorded dispositions supply conversation categories.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution settings determine which purchases contribute to team conversion and revenue.
- PCI Payment Form in web chatEnhances
Payment-form activity adds payment request, session, duration and value measures to chat Team Comparison.
- Visitor event rules and actionsEnhances
Visitor events provide an engagement breakdown.
- Report selection and filtersRequires
Report filters and results are available through Reports.
- Operator productivity reportsRelated
Productivity reports explain the handling and availability measures shown in team comparisons.
- Visitor survey questions and scoresConfigured by
Survey question scores and categories determine the feedback measures shown in team comparisons.
Used by
- Operator productivity reportsRelated
Team Comparison groups handling and availability results by team or store.
FAQ and troubleshooting
Why does an operator appear against an earlier team?
Historical team comparison uses membership periods. Check the person's team membership during the selected dates.
Why do my team totals exceed the website's conversation count?
Work can involve more than one operator or team. Check transfers and overlapping memberships before adding rows.
Why is a store missing?
Check Only Stores, the selected store filters and whether the team is configured as a store. Also check dates and account restrictions.
Why can I not select another team's operators?
Team reporting restrictions may be enabled. Powerfront can check the restriction setup. Someone with the Settings or Manager role can check membership through Settings › Teams.