Enterprise Analytics Solution
Individual Performance Report
Associates have trouble tracking whether they are meeting their daily, weekly, and quarterly goals. Having no tangible means of feedback leaves associates lost, leading to employee disengagement and declining productivity.
Support associates are crucial to the success of a service desks and call centers. MicroStrategy provides an automated means of offering employee feedback through scheduled reports, allowing associates to consistently review their performance and push them in the right direction. Agents are able to more concretely pursue personal and professional growth, benefitting their team, the support function, and greater organization.
MicroStrategy provides personalized, scheduled reports for support agents. Agents receive custom documents that delineate daily ticket activity, average resolution times, solved ticket count, backlogged ticket count, and other support KPIs. Document and dashboard filters allow agents to gain a deeper understanding of individual performance by changing the time periods or ticket priority level. Drill down on ticket details to see which specific tickets might have affected resolution rates.
Analytics motivates and encourages each employee to meet his/her goals by clearly summarizing his/her performance through beautifully designed dashboards and data visualizations. Promote healthy team competition by providing bar charts that highlight how an agent compares to his/her respective team and where he/she stands in achieving department goals.