Read Real Calls Performance for a Team Member
The team member performance page shows how one person is doing on Real Calls: their scores, strengths, gaps and trends over time. Use it before a coaching conversation or a review. This is the same page you open for Practice Calls. See Read Practice Calls Performance for a Team Member for the Practice side.
You need the Performance page permission in your permission profile to open another person's page. You can always open your own. Your admin controls what your profile includes.
Open a team member's page
- Go to Performance in the left sidebar and open a view that lists team members, such as Activity.
- Click a team member.
- The team member's page opens. Click Back at the top to return to where you were.
To open your own page, use the My Performance shortcut on Home.
Switch to Real Calls
If your workspace has both Real Calls and Practice Calls, a switch at the top of the page lets you choose Real Calls or Practice Calls. It appears on the Overall Analysis, Scorecard and Objectives sections. Choose Real Calls to see the sections below.
The sections
The left side of the page lists the sections. For Real Calls, use these three:
- Overall Analysis
- Scorecard
- Objectives
The other sections, such as Courses and Call Blitz, only cover Practice Calls.
Overall Analysis
The top of the page has a Date button and Saved Filters. Click Date to choose the date range. Click Saved Filters to narrow the numbers to calls that match a filter you or your team saved. A "Selected Filter" tag shows the one in use. Click the X on the tag to remove it. See Create and Manage Saved Filters.
The tiles show:
- Score: the average score out of 5 across scored Real Calls in the date range.
- Average Duration: the average call length.
- Total Duration: the total time on calls.
- Total Calls: how many calls are in the range. Click the small icon to open those calls in Real Calls > History in a new tab, already filtered to this team member and date range.
Below the tiles, four lists show where the person stands:
- Least Scored Scorecards and Top Scored Scorecards
- Least Scored Objectives and Top Scored Objectives
Each list shows up to three items with their average score. Click a scorecard or objective to open it in the Scorecard or Objectives section.
Further down you will find:
- Score Trend: a chart of the average score over time. Choose Daily, Weekly, Monthly or Quarterly. If there is no data, it says "No data for this period. Try a wider date range."
- Skills: a chart of the team member's score for each skill.
- Performance Metrics: Talk-to-Listen Ratio, Interactivity, Question Rate, Longest Monologue, Longest Customer Story, Patience and Calls Scored.
Scorecard
The Scorecard section opens with a list of scorecards. The table has Scorecard Name, Avg. Score, Total Calls, Low-Scoring Calls, Mid-Scoring Calls and High-Scoring Calls. Use Search scorecards... to find one, and Download as Excel to export the list.
Click a scorecard name to see the details for that scorecard. The details page has a Date button, a scorecard selector (Select Scorecard) and Saved Filters. Use the back arrow to return to the list.
The tiles show:
- Score: the average score for that scorecard.
- Scorecard Type
- Calls Scored: how many calls were scored with it. Click the small icon to open them in Real Calls > History.
Two lists show where the person scores lowest and highest, up to five each:
- Objectives Needing Improvement
- Strength Objectives
Next come a Skills chart and a Score Performance Comparison chart. The comparison chart plots the team member's score against the Team Average. Choose Weekly or Monthly.
At the bottom, a table lists each objective with the score for each period and a Change column. Use Search... to find an objective and Download as Excel to export the table. If there are no scores, the table says "No objective scores for this period. Try a wider date range or a different scorecard."
Objectives
Use the Date button, Select Scorecard and Select Objective to focus on one objective. Saved Filters is available here too. The tiles show:
- Calls Analyzed: how many calls were scored on that objective.
- Avg. Score: the average score for that objective.
Two panels sit below the tiles:
- Latest Calls lists recent calls with the score on that objective. Click Load More to see more. If nothing matches, it says "No calls match these filters. Try a wider date range or a different objective."
- Objective Scoring Distribution shows how the scores are spread. If there is no data, it says "No data for this period. Try a wider date range."
Hope this article was helpful. For any queries, please write to support@outdoo.ai