Interactive Walkthrough of the new features
Insights new perspectives [arn-post-tag id=12]
Workforce | Teams analysis
Identifying goals and objectives for every agent of your team empowers you to boost your workforce performance on an individual level, impacting how efficiently your field agents will respond to service requests.
Though, your team can’t be considered as the addition of all your agents. You have probably already wondered:
- What are the most common observations your team struggled to solve?
- Where should my team need to focus on?
- How does your team perform compared to other ones?
This new version enables you to get these insights, and much more.
Cohort analysis
Moreover, from now on you can select which cohort is relevant for your role, allowing you to zoom out to understand workforce performance from a wider perspective, as regional teams or organizational divisions just to name a few examples.
The cohort analysis goes beyond the workforce performance, as we’ve added a global filter to let you get analysis also on different pages.
Product analysis
So far, the Workforce performance analysis was available separately for each product line. From now on, you will see analysis for all products, allowing you to get the high-level overview before deep diving into the product specific performance.
New filters have been added as well to let you go deeper in your exploration, helping you find out, for instance, which models perform better or worse from a specific product line, which manufacturers provide you with stronger products, and more.
This filter relies entirely on your data, and thus can be customized to your needs and business cases. Don’t have a need for filtering by Manufacturer and Model? You can choose the segmentation that will bring you the best value.
Browsing improvement [arn-post-tag id=11]
We have doubled-down on our mission to improve your experience while browsing the dashboard. To help you in your journey, we have added 2 options.
Customers | Customer Risk Score
Clicking on one customer line will filter the Customers page by this entry. You don’t have to look for the customer in the filter search anymore. One click is enough to figure out what’s happening in this customer account.
Workforce | Observations view
The Observations view displays the less performing events by observations, with the ability to see the performance by agents as well. From now on, you can select the value you want to sort this list with: Cases, FTF, Agent, Average Labor or even Average Cost.
Any feedback on our new releases?
Please feel free to reach out to us and we’ll set up a Q&A session along with your Customer Success Manager.