Read Practice Calls Performance for a Team Member
The team member performance page shows how one person is doing on Practice Calls: their scores, strengths, gaps, course progress and Call Blitz activity. Use it before a coaching conversation or a review.
You need the Performance page permission in your permission profile to open another person's page. You can always open your own.
Open a team member's page
- Go to the Performance page for Practice Calls.
- In a table, click a team member's name. On the Courses tab you can also click a name in the leaderboard or drilldown.
- The team member's page opens. Use the back button at the top to return to where you were.
Switch between Real Calls and Practice Calls
If your workspace has both, a switch at the top lets you choose Real Calls or Practice Calls. It appears on the Overall Analysis, Scorecard and Objectives tabs. The tabs for courses, Call Blitz, roleplay types and agents only cover Practice Calls.
The tabs
The left side of the page lists the tabs. You only see the ones your workspace and permissions include.
- Overall Analysis
- Scorecard
- Objectives
- Courses
- Call Blitz
- Roleplay Types
- Roleplay Agents
Overall Analysis
The top of the page has a Date picker, Saved Filters and More Filters. Saved filters work the same way as on the History page. See Review a Practice Call in History.
The tiles show:
- Score: the average score out of 5 across scored Practice Calls in the date range.
- Average Duration: the average length of a Practice Call.
- Total Duration: the total time spent in Practice Calls.
- Total Practice Calls: how many Practice Calls were completed. Click the small icon to open those calls in History.
- Certificates: course certificates this team member has earned.
Below the tiles, paired lists show where the person stands:
- Lowest Scored Scorecards and Highest Scored Scorecards
- Lowest Scored Roleplay Types and Highest Scored Roleplay Types
- Lowest Scored Roleplay Agents and Highest Scored Roleplay Agents
Scorecard
Pick a scorecard to see how the team member scores on it. The tiles show:
- Score: average score out of 5 for that scorecard.
- Scorecard Type
- Scored Practice Calls: how many calls were scored with it.
Needs Improvement and Strengths list the objectives where the person scores lowest and highest. The table below lists each objective with its scores and a Change column. Use Search to find an objective.
If the date range has no scores, the table says "No objective scores in this date range. Try a wider date range or clear the filters."
Objectives
Choose a scorecard and an objective to see how the person scores on that one objective. The tiles show Calls Scored, the number of calls scored on that objective, and Average Score, the average out of 5.
Courses
Shows each course assigned to the team member, with the Batch, Practice Calls, Avg. Score, Status, Time Spent, Deadline, Started On and Completed On. Status can be Completed, In Progress, Overdue or Not Started. Use the Batch: All filter to narrow the list.
Call Blitz
Shows the person's Score, Call Blitzes Assigned, Practice Calls, Time Spent and Last Activity. The table lists each Call Blitz with its score, time spent, Practice Calls and last activity. Use the Call Blitz: All filter to focus on one.
Roleplay Types and Roleplay Agents
Roleplay Types shows the average score and number of Practice Calls for each roleplay type. Roleplay Agents shows the same for each agent, with the Roleplay Type, Avg. Score, Practice Calls and Avg. Duration. On Roleplay Agents you can filter with Roleplay Type: All.
See the calls behind a number
Where you see the View practice calls icon, click it to open the matching Practice Calls in History, already filtered to this team member.
Hope this article was helpful. For any queries, please write to support@outdoo.ai