Team Performance
Group performance report
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, go to Analytics > Workspaces > [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. The two reports have the same charts and calculations; the only difference is that each request is credited to a group instead of an individual agent.
You can save a filter combination as a view and come back to the same analysis later. You can also export the data as a .csv file to work with it in other tools.
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:
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Duration: Specify the time period for which you want to see the data.
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Agent: Focus on a specific agent's performance.
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Group: Analyze the performance of a particular agent group.
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Other standard request attributes available in your workspace.
Applying these filters can help you gain more targeted insights into different aspects of group performance. For the full set of filters and operators, and how to save a filter combination as a view, see Filtering reports and saving views.
How the Duration filter works
The Duration filter (Today, Yesterday, This week, This month, This quarter, This year, Last week, Last month, Last quarter, or a custom range) sets the start and end of the reporting period in your time zone. You can't pick future dates.
Not every metric uses the same date to decide what falls inside the period:
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Response metrics count requests created in the period. A request moved in from another workspace counts as created on the date it was moved.
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Resolution and completion metrics count requests resolved or closed in the period, whenever they were created.
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Workload totals count requests assigned in the period. Open and in-progress counts then show each request's current status.
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Satisfaction metrics count survey responses received in the period.
Each metric's description below says which date it uses. Unassigned requests and deleted requests are always left out.
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 a group's activities and effectiveness.
Evaluating performance metrics
Performance metrics help gauge the efficiency and effectiveness of groups in handling their tasks. The charts support different aggregation types like min, median, max.
| Metric | Description |
|---|---|
| Time to first response | The min/max/median time taken to send the first response to requests (excludes problems and changes). Each request is credited to the group of the agent who sent the first response (or to the assignee if no responder is recorded). Includes requests created in the selected period that have a first response; the response itself can come later. Groups with 5 or fewer requests are hidden. A team-wide overall value is also shown. |
| Time to resolution | The min/max/median time taken to resolve requests (excludes problems and changes), minus any time the SLA clock was paused. If a request was reopened and resolved again, its total time is used. Each request is credited to the group it was assigned to when it was resolved. Includes requests resolved in the selected period, whenever they were created. Groups with 5 or fewer requests are hidden. |
| Time to resolution for Problem | The min/max/median time taken to mark an assigned problem as complete, using the same rules as Time to resolution. |
| First Contact Resolution (FCR) % | The percentage of the group's closed requests that were resolved in the first interaction and never reopened (does not apply to problems and changes). Each request is credited to the first group that resolved it on first contact, or else to the assignee. Includes requests whose latest close falls in the selected period. An overall percentage across all groups is also shown. |
Analyzing workload metrics
The Workload tab provides insights into the volume of tasks handled by groups. These metrics help you understand a group's capacity and current load. Key workload metrics include:
| Metric | Description | Notes |
|---|---|---|
| Number of open requests including service requests and incidents | Of the requests assigned to the group in the selected period, the number still assigned to the same group and currently in an open (to-do) status. | Available for both requests and problems |
| Number of in-progress requests | Of the requests assigned to the group in the selected period, the number and percentage still assigned to the same group and currently in an in-progress status. | Available for both requests and problems |
| Number of completed requests | The number and percentage of requests that were closed in the selected period and are still completed. Each request is credited to the group it was assigned to when it closed. | Available for both requests and problems |
| Number of requests and problems reopened | The number of requests that were closed in the selected period but have since been reopened. | Available for both requests and problems |
| Total | The number of requests newly assigned to the group during the selected period. | Available for both requests and problems |
Monitoring SLA adherence
The SLA tab focuses on how well groups are meeting the defined Service Level Agreements for response and resolution times. For more details on SLAs, see setting up Service Level Agreements (SLAs). Met and missed follow the same rules as the Requests overview: a first response is missed if it was late, or if there's still no response and the due time has passed. SLA pauses are taken into account, and requests without an SLA are left out.
| Metric | Description |
|---|---|
| First response SLA hit rate | The percentage of requests that met the first response SLA (excludes problems and changes). Each request is credited to the group of the agent the first response is attributed to. Includes requests created in the selected period, judged as of now. |
| Resolution SLA hit rate | The percentage of requests that met the resolution SLA (excludes problems and changes). Each request is credited to the group it was assigned to when it was resolved. Includes requests resolved in the selected period. |
| First response SLA breach rate | The percentage of requests that missed the first response SLA (excludes problems and changes). Uses the same requests and attribution as First response SLA hit rate. |
| Resolution SLA breach rate | The percentage of requests that missed the resolution SLA (excludes problems and changes). Uses the same requests and attribution as Resolution SLA hit rate. |
Monitoring Satisfaction
| Metric | Description |
|---|---|
| Survey ratings | The percentage of survey responses at each rating (for example, Very bad to Excellent, depending on your survey scale) for requests assigned to the group. Only the latest response per request counts. Includes responses received in the selected period. |
| ESAT score | The percentage of survey responses that were positive, for requests handled by the group (does not apply to problems or changes). A Median bar shows the midpoint across all groups. Includes responses received in the selected period. This is 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. Click View breakdown on any tile or chart 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.
- Go to Analytics > Workspaces > [Workspace name] > Group performance and click Export to CSV