Performance Tiles From an Agent Perspective
- Adam Settle
Analytics
If you’re seeing the tri-colored tiles on your SharpenQ dashboard, your manager has turned on a new Sharpen feature, Performance Tiles. These three tile metrics (and corresponding goals) have been selected specifically for your group with the goal being quick access on how you’re performing for your most important metrics.
How do I know whether I’m doing well? And what should my numbers be?
Good question. Your manager/admin has goals associated w/ each tile. Don’t worry, this isn’t meant to “grade” every interaction--your tiles are representative of all calls over a rolling 7 or 30 day timeframe (whatever your manager has decided).
This means that a few outlier calls won’t radically change your overall metrics and that your tiles are representative of your performance as a whole. You should strive to incrementally improve your overall performance for each of the tile metrics.
What happens if I’m ranked first? What happens if I’m at the bottom?
If you’re at the top of the podium: You’re a champion -- you should talk to your manager about how you are able to achieve that particular performance metric so that you can help others.
If you happen to be last: You should talk to your manager about some behaviors to improve your overall performance. Find out who is ranked highest in that metric--what can you learn from them?
How far behind my teammates am I? How far behind me are my teammates?
Your manager/admin can run a report in Sharpen to show you overall performance for each of the Tile metrics--maybe the next highest ranking is closer than you think.
