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Individual Service Rep Performance Dashboards

Description

Empower your service team members with personalized dashboards that provide real-time insights into their performance. These dashboards are designed to show each service rep their ticket volume, resolution times, client feedback (e.g., CSAT scores), and other key metrics. By automatically filtering data to display only the rep's activities, these dashboards enhance accountability, encourage self-monitoring, and help reps focus on improving their service delivery. This milestone ensures every service team member has a clear view of their performance and how it impacts client satisfaction.

Process Summary

  1. Define Metrics: Collaborate to identify key performance metrics for individual service reps, such as ticket volume, resolution time, escalation rates, and CSAT scores.
  2. Dashboard Creation: Build personalized dashboards in HubSpot, using filters to ensure reps can only view their own data.
  3. Custom Reports: Add detailed reports to the dashboards, breaking down metrics like ticket categories, response times, and resolution trends.
  4. User Permissions: Configure user permissions to maintain privacy and ensure that reps cannot view other team members’ data.
  5. Testing and Feedback: Test the dashboards with sample data and gather feedback from reps to ensure usability and relevance.
  6. Training and Rollout: Train the service team on using their dashboards to monitor performance and identify areas for improvement.

Requirements

  • Input on the metrics to track and display on the dashboards.
  • A list of service team members to configure individual dashboards.
  • Collaboration to define user permissions and ensure privacy.
  • Feedback during testing to refine reports and dashboard functionality.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Service reps gain real-time visibility into their performance metrics.
  • Enhanced accountability and motivation through personalized dashboards.
  • Improved focus on meeting service goals and maintaining high client satisfaction.
  • Managers spend less time providing feedback as reps can self-monitor performance.