Analyzing team performance using Teams in Workforce Optimization for ITSM

Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.

Organize your teams into assignment groups. You can add a set of key performance indicators (KPIs) to help you measure team performance consistently across the groups.

For example, let's say that you manage the IT Service Desk unit. The unit contains multiple teams, such as Hardware and Network Support. You can create a KPI group for the IT Service Desk unit and then add Hardware and Network Support as assignment groups to this KPI group. Next, you add a set of KPIs to the KPI group. With this data, you can measure the performance trends across the Hardware and Network Support teams.

Also, an admin can associate multiple KPI groups with one or more assignment groups. For example, let’s say that there are two KPI Groups:

• IT Service
• Operations

The IT Service KPI group comprises two assignment groups:

• IT Service Desk
• Deskside support

So, an admin can add one or more assignment groups already available in the IT Service KPI group to the Operations KPI group. For example, Deskside support.

As the Deskside support assignment group is a part of both the KPI groups, it means one or more KPI groups can be associated with one or more assignment groups.

• Add KPI targets for agents
  Set key performance indicator goals that you want your agents to achieve so that they can improve the quality of how they resolve incidents. You can also set goals to monitor and improve an existing baseline measurement.
• Analyze the performance trends for your teams
  Analyze trends to monitor your team's performance within a KPI group.
• Get insights into performance of your team
  Get insights into process bottlenecks and find potential areas that you could optimize. You can also view variation analysis.
• View the performance data of your team for a specific date
  You can view your team’s performance data for a specific date using a time-series chart.

Parent Topic:Teams in Workforce Optimization for ITSM