PROBLEM:
How do I evaluate my team?
How do I evaluate myself?
What is happening right now?
What has happened in the past?
How do I see trends in performance over time?
USER & AUDIENCE
Managers and reps that handle cases
CONTEXT & ENVIRONMENT:
In an office
TASKS & ACTIVITIES:
Performance Audits
Queue management
INTERACTIONS:
A Manager needs the ability to evaluate performance on a queue and individual level, in order to find performance trends within the team and for an individual.
A Rep wants the ability to check their performance to determine where they are in relation to the average performance.
FEATURE CONCEPT:
Enable users to receive accurate performance metrics to ensure they are maintaining a consistent momentum in completing cases. Features will allow managers to monitor performance and manage their team(s) with a data-driven approach. Reps will have the ability to monitor their own performance and maintain goals.
DEVICES:
Desktop
Laptop
Rep View
Shows individual rep performance. The rep can see their past performance for different time periods.
Manager View
Shows an aggregate of the team's performance during pre-defined time periods. At the individual of the team hierarchy, performance is shown at the rep level.
