The Group Performance Report provides a comprehensive overview of team productivity within Atomicwork. This report helps managers and administrators evaluate team workload, efficiency, and overall performance. Analyzing group performance can help in optimizing resource allocation across agent groups and tailoring strategies for different teams.
To access group-level metrics, navigate to Analytics > [Workspace name] Group Performance. This section mirrors the Agent Performance analytics but aggregates data to show the performance of entire agent groups rather than individuals.
Please note that you can save filters as custom views for yourself. You can also export the data as a .csv file to play around with it at will.
Filtering the Report
Similar to other reports in Atomicwork, you can refine the Group Performance Report using various filters to focus on specific data. Common filters include:
Duration: Specify the time period for which you want to see the data.
Agent: Focus on a specific agent's performance.
Group: Analyze the performance of a particular agent group.
Other standard request attributes available in your workspace.
Applying these filters can help you gain more targeted insights into different aspects of agent performance.
Understanding the metrics
The Group Performance Report is divided into four main categories of metrics: Performance, Workload SLA Adherence, and Satisfaction. Each metric provides specific insights into an agent's activities and effectiveness.
Evaluating performance metrics
Performance metrics help gauge the efficiency and effectiveness of agents in handling their tasks.
Metric | Description |
Time to first response | The median/min/max time taken by an agent to send the first response for all newly assigned requests (excludes problems and changes) during the selected period. |
Time to resolution | The median/min/max time taken by an agent to resolve all assigned requests (excludes problems and changes) during the selected period. |
Time to resolution for Problem | The median/min/max time taken by an agent to mark an assigned problem as complete during the selected period. |
First Contact Resolution (FCR) % | The percentage of requests resolved by the agent in the first interaction, without needing further follow-up (does not apply to problems and changes). |
Analyzing workload metrics
The Workload tab provides insights into the volume of tasks handled by agents. These metrics help you understand an agent's capacity and current load. Key workload metrics include:
Metric | Description | Notes |
Number of open requests including service requests and incidents | The count of an agent's assigned requests currently in 'Open' status. | Available for both requests and problems |
Number of in-progress requests | The count and percentage of an agent's assigned requests currently in 'In-progress' status. | Available for both requests and problems |
Number of completed requests | The count and percentage of an agent's assigned requests that are in 'Completed' statuses. | Available for both requests and problems |
Number of requests, problems, and changes reopened | The count of an agent's completed requests that were subsequently changed back to 'Open' status during the selected period. | Available for both requests and problems |
Total | The count of all requests assigned to an agent during the selected period. | Available for both requests and problems |
Monitoring SLA adherence
The SLA tab focuses on how well agents are meeting the defined Service Level Agreements for response and resolution times. For more details on SLAs, see setting up Service Level Agreements (SLAs).
Metric | Description |
First response SLA hit rate | The percentage of requests where the agent met the first response SLA (excludes problems and changes). |
Resolution SLA hit rate | The percentage of requests where the agent met the resolution SLA (excludes problems and changes). |
First response SLA breach rate | The percentage of requests where the agent did not meet the first response SLA (excludes problems and changes). |
Resolution SLA breach rate | The percentage of requests where the agent did not meet the resolution SLA (excludes problems and changes). |
Monitoring Satisfaction
Survey ratings | The number of surveys sent to employees as per your survey rules |
Average ESAT score (Satisfaction Tab) | The average Employee Satisfaction score from surveys related to requests handled by the agent during the selected period (does not apply to problems or changes). This is typically found on the Satisfaction tab. |
Drill Down into Metrics
The Group Performance Report offers a drill-down capability to provide deeper insights into the underlying data for each metric. You can click on any chart element or info card within the Performance, Workload, SLA, and Satisfaction sections to open a detailed view of the associated requests.
When you drill down, the system automatically applies any filters from the main report, ensuring the displayed requests are relevant to your selection. The detailed view presents a read-only list of requests, which you can customize by showing, hiding, or reordering columns. This view also supports exporting the current list or all available data to a CSV file.
Export Report
Export the report data so you can operate on it in Excel or your BI tool of choice.
Navigate to Analytics > [Workspace] > Group performance report > Click on ... > Export to CSV