Overwhelmed by your incoming calls and texts? Unsure how individual team members are performing? Having a clear picture of your team’s performance can be a challenge when you’re growing fast.
In this article, we’ll share easy, helpful ways to analyze performance and give actionable feedback to your team in OpenPhone.
Get a high-level overview of your team’s performance
In the Analytics overview, you can track your team’s overall performance in one dashboard.
See metrics at a glance, including:
- Number of calls
- Number of messages
- Number of unique conversations
- Average time on calls
Want to see metrics for a specific time period? Adjust the duration in the drop-down menu – view metrics on a weekly, monthly, quarterly, or custom duration.
Need to export your data? Use the Export CSV option to download a file of your metrics for saving or sharing.
Want to see how a specific team member, department, or location is performing? Filter by phone number to review their specific metrics.
Here’s how:
1. Select the Filter button at the top of the Analytics dashboard.
2. Select the phone number(s) you want to view..
Scroll to the bottom of your analytics dashboard to find a heat map that shows you the busiest times of the week for calls and messages. You can see the specific times of day when call or text volume is high so you can plan to be more available.
Spot improvement opportunities for individual team members
Want to see how a specific team member is performing? Check out the Activities section in the Analytics dashboard to get a breakdown of individual performance in your team.
At a glance, see the total calls, outgoing calls, answered calls, and sent messages per team member.
Combine activity types to spot improvement opportunities for your team members. Here are a couple of examples:
- A team member might have logged a high number of calls, but if their average time on calls is low, then they might need coaching to keep customers on the line.
- For measuring a department’s performance, you can view their overall calls in the Overview section. You can then cross-reference that data in the Activities section to see if these calls were equally distributed across individual team members.
Activities also show you data for the prior period alongside your measurement period. You can spot how your team’s performance is improving (or declining) over time.
Identify the root cause of performance issues with call views
Analytics and Activities help you identify whether team members are performing well or not. If you spot an issue with performance and want to find the root cause, call views help you go one level deeper. With callviews, you can see a team member’s customer interactions for yourself. Here’s how:
1. Click into a team member’s phone number or a shared inbox.
2. Select Calls to get the call view for that number.
3. Filter calls by Team Member and Date.
4. Click into individual calls to quickly review call recordings and summaries.
This approach helps you review a batch of calls quickly and quickly see the root cause behind a performance trend.
Share feedback in context for faster learning
Once you have a clear idea of how your team is performing and where they need to improve, it’s time to share it with the team. You can either share feedback in a live conversation or in internal threads. Here’s the difference:
Live conversations, such as 1-on-1s, are ideal for doing general performance reviews or for more sensitive, private conversations with a team member.
Internal threads are great for sharing minor feedback asynchronously and in context, such as correcting new team members on voice and tone.
You can create an internal thread by adding comments to any activity in your inbox, including calls, messages, voicemails, and even call summaries. Internal threads can only be viewed internally by your team and they won’t be visible to your external contacts.
Internal threads are also ideal for assigning follow-up tasks and action items to team members or troubleshooting issues as a team in real time.
Here’s how to message team members inside a customer conversation with an internal thread:
1. For a conversation, hover over any text message or call and select Comment in internal thread.
2. Type @ and start typing the team member’s name – select their name when it pops up.
3. Type out the rest of your message and Send.
OpenPhone helps you manage team performance easily and accurately, no matter how busy your inbox is. Implement this process for monitoring your team and delivering feedback and see their performance improve over time.
Want to learn more about tracking performance? Here are a few related resources for you: