For some organizations, multiple groups make up one larger support structure, and monitoring performance and quality of service by group is a vital piece of the puzzle. Within Agent Connect, you can segment performance reporting by department or site, for example, by assigning your user to designated reporting groups, making it easier to drill into performance metrics.

Often, segmenting data by team isn't enough. Perhaps your organization has 10 teams that make up the overall structure of support, but there are multiple groups inside of those teams, or maybe 3 of those teams actually belong to one larger group.

You can use group-level reporting in Agent Connect to determine how a particular group of teams or employees is doing as compared to a different group, or how subgroups are performing compared to each other.

The two most popular use cases for group-level reporting are:

There are certain use cases we do not recommend group-level reporting for. Group reporting is most valuable when employees belong to a specific group and their membership in that group does not often change over time.

If employees switch between groups often (e.g. if they work across multiple lines of business), you may prefer to report on that data using custom properties as opposed to group assignments.

In order to make use of our group reporting feature, you will need to determine your group hierarchy (i.e. group names and subgroup names) and decide which employees should be assigned to which group.

Complete the following steps to create a custom group:

Manage any existing custom group on the Groups tab of the ​Manage Team​ screen.

Turn on ​Include Deactivated​ above the table to see active and deactivated custom groups in the table. Click the options icon for any Group to see the options available for managing that group.

The assignment of Group membership can be managed in a few ways: during creation through the Bulk Create Upload or through the individual creation of a user profile. You can also update Group Membership directly in the user profile, by manually adding or removing users from a Group, or through the Bulk Group Update upload.

Within the Bulk Create User template a column is available for Group Assignments. List the Groups that the user should be assigned to when their use is created. Groups should be listed in brackets {} and can be comma separated.

Within a User Profile you have the ability to Add or Remove Groups which they are a member of from the bottom of the user profile settings.

On the ​Manage Team​ screen, click Groups​. Click ​Add Users or Remove Users​, and then search for and select the users to add to the custom group. ​The Group is saved automatically as you add or remove users.

From the Manage Team page, click on the Bulk Actions button and select Bulk Groups Update from the dropdown menu. Click the Download Group Membership button to export a CSV that lists all employees and their current Group Memberships – use the Groups to Add and/or Groups to Remove columns to add and/or remove users from Groups. Once you’ve finished editing your CSV, upload it on the Bulk Groups Update page and we’ll begin processing the Group Memberships changes for you.

Now that your Groups have been created, monitor performance at a glance on the Performance page. See KPIs, drill in to understand performance over time, and add individual pieces of Feedback, QA Reviews, or Metrics directly to 1:1 sessions to prepare for coaching sessions as you work, instead of rushing to prepare right before your 1:1. Groups reporting on Performance makes it easier than ever to understand how your employees are performing in the way that works best for your organization.