Teams in Workforce Optimization for HR

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.

    With Teams, you can do the following:
    • Identify skill gaps so that you can recommend which skills are needed to coach your agents.
    • Organize your teams into assignment groups. You can add a set of key performance indicators (KPIs) to help you measure team performance consistently across the groups.
    • Compare KPIs between multiple teams belonging to the same KPI group.
    • View the KPIs between the selected date range.
    • Drill down into a Team level KPI to view the split of KPIs across all individual team members.
    • View the KPI trend to analyze the future forecasts for each of the KPIs, if the date range has the latest values.
    • Targets can be set on the KPIs through the team performance page at the global or individual level. When such targets are set, the trendline reflects the targets.
    • Drill down to the individual agent level to view a 360 degree view of the current work, historical KPIs, presence history, channel capacity utilization, skills, and upcoming time-offs.