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Guide - 4 Min Read

Track team impact & progress with the Teammate Performance report

As a team admin, manager, department head, it’s crucial to understand the impact your team is having. The Teammate Performance dashboard clues you into which teammates need coaching, overall team efficiency, and how you can improve your team processes to better reach your business objectives. 

What’s the teammate performance report? 

At Front, we wholeheartedly believe leaders help to shape a positive team culture, and this report will help you do just that. Validate top performers, identify opportunities for coaching, and learn when – and how – to step up and support your team through busy hours. Many leaders like to share this report with their team to create a sense of gamification, solidarity, confidence, and motivation. 

Team Performance gif

To view the definition of every metric you can measure in the Team Performance dashboard, visit our Analytics Glossary

What can be measured?

The teammate performance report helps you answer questions like: 

  • How efficient is my team overall? 

  • Have there been notable changes in my team’s performance? 

  • Which teammates are performing best or worst – and why is that?

  • How is a specific teammate performing?

Here are the 3 main sections in the report and how they can help you visualize and understand teammate performance. 

Main metrics

This is a similar section to the one in the Overview dashboard – but with some tailored tweaks. 

It’s an at-a-glance view of how your team is doing now verses the previous week. You can select which metrics you’d like to highlight by clicking the gear on the right to view what matters most to you.

Ultimately, this section helps you understand the bigger picture – the good and the bad – of what’s happening within your team. 

Key use case
Want to quickly pull up your team’s progress at a meeting with fellow managers? Select your key metrics, and share the update from the last week to quickly clue everyone in on the high-level success and areas for growth. 

Busiest times

Anticipating when your team may be stressed or overwhelmed with work helps you be a better manager and plan ahead. This section shows you exactly when your team is busiest. 

The section features a heatmap that shows the busiest times based on three key metrics: messages received, sent, and new conversations. The darker the square, the busier the team is for that key metric. By understanding the volume of communication coming in and out for your team, along with open conversations, you can make important decisions, like staffing and timing when a new feature is shipped, or making a business case to advocate for more funding.

When hovering over a cell/metric, additional insights will display. Based on the metric selected, the insight section will show three top values from that time period. For example, for the ‘Longest response time’, the three values will be the three longest response time periods. 

Key use case
Your hottest season is coming up. You dig into the heatmap from the last few weeks to investigate the busiest hours of your workday and the most demanding days of the week. To go one step further, you change the date to the busy season of last year and gather some insights. With this knowledge, you create a fresh, informed staffing schedule that bumps up support during the company’s busiest hours so your customers stay satisfied and your team doesn’t get burnt out. 

Teammates

This section helps you monitor team productivity, identify when your team is overloaded, and make the right decisions to best serve customers. 
The teammate performance table shows how an individual is performing based on the metric of your choosing. You can click into the calculation to see all the conversations that contributed to it, and customize the metrics displayed in the table using the gear icon. 
If you have a large team, search for a teammates name to view their performance, or reorder the table based on your needs. 
Some popular metrics to stay on top of are:

  • Reply time: The average time it takes for a teammate to send a response

  • Handle time: The average time it takes for a teammate to compose a reply, from when they open it to when they send a message

  • Archived conversations: The number of conversations that teammate has closed, which gives you a sense of the work they’ve handled 


Key use case
Curious as to how a team member has been faring with your new SLAs? Change the metric to “SLA breaches (when assigned)” and search for the team member you want to look into. There, you’ll be able to see exactly how many breaches they avoided or contributed to, and will be able to click into those conversations to know which client was impacted, what conversations were causing trouble, and more. 

Keep learning

Guide - 6 Min ReadManage customer messages with ease
When it comes to managing customer messages, our approach is to save time sorting through, escalating, and assigning messages and spend it instead on improving the quality of the engagement with your customers. This is a guide on how to adopt that philosophy and make it simple to manage customer messages. #Setup Set your team up for success Make it easy on yourself and your team by doing some quick work on the backend that’ll make it simple for them to handle incoming messages.  Roles and permissions As you add new teammates to a team inbox and expect them to tackle customer communication, be sure to choose the right permissions for each person.  Default On any Front plan, you’ll be able to assign each teammate one of two default roles: Team Admin or Team Member. Here’s a table that covers what permissions are enabled for each role. Many leaders choose a selection of teammates to be Team Admins so they can help you create rules, track success with analytics, and keep the team inbox in check.  Custom If you have an Enterprise plan, you can create custom roles and permissions. Say you want the Team Lead to be responsible for creating all message templates and rules. Custom roles and permissions allow you to create a role with those unique abilities in Front. Then later down the line, when you want 2 other teammates to do the same, you can simply give them that same role and be on your merry way.  Shifts and load balancing  Shifts and load balancing prevent customer messages from getting backed up in your queue, while also preventing individual teammates from being overloaded with work. When you set up shifts, messages that are typically routed to someone who happens to be off duty will be flagged for someone who is on duty, so customers don’t have to wait for a reply. And, this means that when your teammate returns to work the next day, they aren’t immediately swamped with day-old emails. Another way to support your team is to set up load balancing, which places a limit on how many messages can be assigned to an employee at a given time .   You can monitor how much work each employee has in your Analytics tab. This way, you have an accurate sense of how much is on someone’s plate and can help distribute the work before your customers start to feel the impact of an overworked team.  Turn your inbox into your to-do list With Front, you don’t use a Read/Unread mentality. Instead, we use Open/Archive. With Open/Archive, your inbox is designed to be more of a checklist rather than a catch all. That way, there’s no confusion around what needs to be done: every message that’s in your inbox’s ‘Open’ tab needs to be worked on. So instead of leaving read messages left to cause clutter, snooze the ones you’ll get to later, and archive the ones that you don’t need to take action on. Easy emails to archive are: App notifications or reminders Emails informing you of something, but that aren’t prompting anything (think newsletters, daily reports, etc.) Conversations that seem to be ending (they’ll always pop back up if someone pings them again!) You can find any email in your Archive tab, so rest assured they won’t go missing. This way your open messages can be treated like your daily agenda, you inbox won’t stress you out every time you open your computer, and you won’t accidentally miss messages. #Organize & prioritize Organize your inbox There are many ways to sort and triage messages as a team in Front. You get to choose the methodology that works best for you. Assign messages an owner With Front you can give every message a clear owner so everyone knows what they’re responsible for handling. When you assign it, the message will appear in that teammate’s “Assigned to me” section of their inbox and will no longer be in the “Unassigned” tab in the team inbox. Your team can move on and rest assured it’s taken care of.  Tagging  Create tags to categorize messages by project, client, or urgency. Then, you can pin them to your workspace and drag messages into them. This way your whole team can see how to prioritize their work and what’s on the docket for the day.  #Route messages Triage and route messages No need to spend your time tagging messages, routing them to the right person, or flagging them as urgent to the team – set it up to happen automatically with rules and SLAs.  Rules  Rules are if-then automations that let you put certain actions on autopilot. Set up rules to automatically triage and route the messages for your team, so you can spend more time on your customer. There are a variety of ways that rules come in handy: Route messages to tags based on the content in the email or the sender.  Automatically assign messages by sender, subject, or keyword to a teammate with the expertise to respond. Avoid overwhelm and get back to customers faster by setting conversation limits for each teammate and automatically assign new messages to the teammate with the fewest open messages. SLAs Service level agreements (SLAs) are agreed upon response times between you and a customer, because people want to trust that they’ll get taken care of. Front’s SLA rules help your team meet these goals and stay on track. Set up SLAs and tags like “SLA breach warning” to make sure you never let a customer message fall through the cracks. #Audit & Improve Audit and improve So, you’ve set your team up for success, created rules to automate triaging, and your team is making customers happy left and right! It’s time to measure and showcase just how well your team is handling messages and find ways to improve.  Analytics  Analytics help you make informed decision and handle customer messages better. Track how quickly your messages are being resolved, how much each teammate is handling, or which customers write in the most, among other things.  Get visibility into what kind of messages you’re handling: By tagging messages by product, feature, location, customer, or project, you can track the volume and frequency of customer messages around certain topics. View a report on any tag in Analytics to figure out what kind of work your team is up to the most.  Track team performance: Track response time, handle time, resolution time, and more on a team and individual basis to see how your team is handling messages. This data helps you find ways to improve your customer communication, whether you’re deciding it’s time to hire more help, or finding a better way to distribute and escalate messages. 
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