Team Performance

The Team Performance report is an Interactive Report focused on evaluating overall team-level performance across the contact center. It provides insights into offered, accepted, and abandoned tasks, service quality indicators, task volumes, wrapup usage, and detailed task-level data.

The report is designed primarily for team leaders, supervisors, and operations managers who need to monitor performance trends, identify bottlenecks, and compare workload distribution across time.

Available Pages

The Team Performance report consists of the following pages:

  • Main

  • Volume

  • Wrapups

  • Details

Main

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The Main page provides a high-level overview of team performance for the selected time period.

It includes several key KPI tiles that summarize overall activity:

  • Offered – total number of tasks offered to teams

  • Accepted – total number of tasks successfully accepted

  • Abandoned – number of tasks abandoned before being handled

  • Accepted Rate – percentage of accepted tasks relative to offered tasks

  • Average Connected Duration – average time agents were connected with customers

  • Average Queue Duration – average time tasks spent waiting in a queue

  • Average Ringing Duration – average ringing time before acceptance

  • Longest Ringing Duration – maximum observed ringing duration

Below the KPIs, the page contains trend and distribution visuals:

  • Accepted Rate by Start Interval – a line chart showing how acceptance rate evolves throughout the day

  • By Start Interval – a bar chart comparing the number of offered, accepted, and abandoned tasks across time intervals

This page is mainly used for quick health checks and identifying peak hours or potential service issues.

Volume

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The Volume page focuses on the distribution of task volumes over time.

It presents:

  • A heatmap-style table showing the number of tasks by hour, broken down by month

  • A corresponding percentage distribution table, showing how each hour contributes to the total monthly volume

The page supports multiple aggregation modes (for example by hour, day of week, or day of month), allowing users to:

  • Identify peak workload periods

  • Compare volume patterns between months

  • Support staffing and capacity planning decisions

This page is especially useful for workforce planning and trend analysis.

Wrapups

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The Wrapups page analyzes wrapup code usage across teams.

It contains:

  • A table showing the number of wrapups per wrapup code

  • A bar chart visualizing the distribution of tasks by wrapup code, sorted by volume

This page helps to:

  • Understand the most common outcomes or resolutions of tasks

  • Identify dominant task types or customer issues

  • Validate wrapup code usage consistency across teams

It is typically used for process analysis, reporting, and quality management.

Details

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The Details page provides a detailed, task-level view of all interactions included in the report.

It displays a table with attributes such as:

  • Start and end timestamps

  • Channel

  • Team

  • Direction (inbound / outbound)

  • Campaign and destination

  • Customer identifiers (phone number, email, name)

  • Abandon type

  • Flags indicating whether the task was offered and handled

  • IVR script information

This page is intended for deep-dive analysis, validation of KPIs, and investigation of specific tasks or anomalies observed on summary pages.