Analytics & Metrics·Updated Feb 6, 2026
Team Analytics
Monitor team-wide performance with leaderboards and comparative metrics.
Team Dashboard
The Team Analytics dashboard provides managers with visibility into team-wide performance:
Aggregate scores across the team
Individual member performance
Leaderboards and rankings
Training activity summary
Trend analysis for the team
Leaderboards
Leaderboards rank team members by various metrics:
Overall Score - Highest average call scores
Most Improved - Biggest score increases
Training Leader - Most training time
Consistency - Most consistent performance
Leaderboards can motivate friendly competition and recognize top performers.
Member Drill-Down
- View individual team member details:
- 1. Go to Team > Members
- 2. Click on any team member to open their detail view
- 3. Review their performance, including a competency radar chart that breaks down strengths and weaknesses across scoring categories
- 4. See their calls and training sessions
- 5. Owners/Administrators can assign targeted training from here
Team Trends
Identify patterns across the team:
Which skills need team-wide improvement
How different members compare on each metric
Training activity correlation with performance
Time-based trends for the team average
Permissions
Team analytics access depends on permission level:
Owners/Administrators - Full access to all team data and member drill-downs
Members - See their own performance (the team-wide Performance view is limited to Owners/Administrators)
Viewers - Read-only access to permitted data