Engagor Launches Team Performance KPI’s

By: Lien Brusselmans

July 20, 2013

Tags:
performance analytics
social customer service
team performance
team performance indicators

Evaluation can be tricky

Companies that want to grow, that want to offer a better service or better products are continually evaluating. The production or creation of what you sell can often be considered as a process. There are several steps involved and careful evaluation of these steps helps to improve the product or service. Many steps in the process involve people and evaluating people is not always easy. You can’t always fall back on objective parameters. Team leaders using Engagor are lucky: every action performed in our tool is logged. This means we can give you numbers and figures to help you analyze your team performance!

Evaluating team performance in Engagor

Up until now Engagor users could already report on several team performance analytics, like the actions a user had performed and the amount of time they had spent in Engagor. Today the amount of numbers and charts increases substantially! Here’s a bunch of team performance indicators you can now measure:

  • Number of cases resolved and time to resolve
    Screen Shot 2013-06-17 at 11.12.46
  • Number of messages replied and time to reply
    Screen Shot 2013-06-17 at 11.14.52
  • Reponse time during/outside business hours
    Screen Shot 2013-06-24 at 12.17.34
  • Replies per team member and compared to average
    Screen Shot 2013-06-17 at 11.37.45
  • Average time per action
    Screen Shot 2013-06-12 at 16.14.01
  • Time spent in Engagor
    Screen Shot 2013-06-12 at 16.58.03

Compare team and individual performance

What’s great is that all numbers and figures we offer you under Team Performance can be checked from several points of view. Compare different users or different types of actions. Dig into single users to see how they are performing. With the Engagor Team Performance analytics you can measure all the KPI’s that matter for social customer service. You can of course export all of these KPI’s to report on your team performance so you can keep optimizing your customer experience!

Want to see how your team is performing? Set up a free 14-day trial account! More information on this new feature can be found in the support articles covering it.