Use the Insights > Team page to track and compare standard KPIs for your recorded team members. Access the page to see a snapshot of what's what, or return frequently to see your coaching metrics over time.
This article is an overview of the Insights > Team page, and the various tabs and data on this page. In each tab, you can see the averages for all team members along the top, and the statistics for individual team members as a bar graph below.
See also, Use team stats.
Topics
The TOPICS tab shows which topics were covered by your team members, for how long (duration), and when in the call they occurred (timing). Duration and timing are displayed as separate tabs. For more information on topics, go here.
When you select a topic in the left pane, the right pane provides statistics for each team member. You can also drill down to see the team member's performance for all the topics.
The data can be sorted by manager, time period and call type using the filter system on the top right-hand corner of the page.
A topic must appear in at least 4 calls to be shown in Stats. If a tracker appears in less than 4 calls, it shows N/A.
Topic duration
The left pane shows the various topics and how long, on average, all the team members spent on each topic. The average duration is calculated by adding the duration a topic was discussed across all team calls, divided by the number of team calls.
The right pane shows how much time, on average, each team member spent on the selected topic. The average duration is calculated by adding the duration a topic was discussed by the team member, divided by the number of their calls.
To change the topic, click one of these bars.
To drill down to stats for a particular team member, hover over their stats for the selected topic and when you see the label with their name, click it.
You see how much they discussed each topic and if it is more or less than average.
Topic timing
The top half of the pane shows the various topics and where, on average, each topic appears in a call. By default, the topic is the one you selected on the Duration page. It is the dark circle. Hover over it to see the exact timestamp. The average timestamp location is calculated by the point-in-time a specific topic was discussed in a call, divided by the number of team calls.
The bottom half shows the average timestamp for each team member on the selected topic. The average timestamp is calculated by the point-in-time a specific topic was discussed in a call, divided by the number of calls.
To change the topic, click within Topic zoom-in and select the topic.
Trackers
Trackers are an important part of understanding if your team is using the talking points that the business team has specified. Business admins can set up trackers and decide which tracker will appear in the stats section.
When you select a tracker in the left pane, the right pane provides statistics for each team member. You can also drill down to see the team member's performance for all the trackers.
The data can be sorted by manager, time period and call type using the filter system on the top right hand corner of the page.
Team tracker stats
By default, the TRACKERS tab opens showing all the trackers used by the team in the left pane. Click a tracker to display the percentage of calls where that tracker was detected for each team member in the right pane.
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Select the criteria used to select calls for stats tracking.
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Select the team (or teams) you want stats for.
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Select a pre-defined time period or define your own time period.
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Define the type of calls to include.
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The left pane shows each tracker detected for the calls that fit the selection criteria for the whole team.
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Click a tracker to display who used it and in what percentage of the calls.
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The right pane shows, for each team member, the percentage of their calls in which that tracker was used.
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Click the name of a team member to show their individual stats.
Individual tracker stats
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The left pane shows each tracker detected for the calls that fit the selection criteria for that team member.
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Click a tracker to display the use of that tracker over time.
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For each tracker, the dot on the line indicates the average stat. Hover over a line to display the stat.
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The right pane shows more details for the selected tracker. At the top you can see if tracker use was consistent or changed over time.
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Below the graph are snippets from the last 10 calls that used that tracker. If a tracker was used more than once, click "View x more" to see the remaining snippets.
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At the bottom is the timeline with markers showing where in the conversation the tracker was used.