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Service Team Performance Dashboard(s)

Description

A team-wide performance dashboard provides a comprehensive view of your service team’s activities, enabling you to monitor productivity, efficiency, and customer satisfaction in real-time. This milestone sets up a centralized dashboard in HubSpot to track key metrics like ticket resolution times, client satisfaction scores, ticket volume by category, and workload distribution. By offering visibility into team performance, this dashboard helps you identify trends, spot bottlenecks, and make data-driven decisions to improve service delivery and client satisfaction.

Process Summary

  1. Define Team Metrics: Collaborate to determine the key performance indicators (KPIs) to display on the dashboard, such as average resolution time, ticket backlog, CSAT scores, and ticket volume.
  2. Create Custom Reports: Build detailed reports for each KPI, ensuring metrics are segmented by categories like ticket priority, type, or assigned team members.
  3. Dashboard Configuration: Combine custom reports into a centralized, visually intuitive dashboard for team-wide monitoring.
  4. Segmented Views (Optional): Create views for specific team leaders or managers to drill down into metrics by individual reps or ticket categories.
  5. Testing and Feedback: Test the dashboard with real data, gather feedback from team leaders, and refine the layout or metrics as needed.
  6. Training and Rollout: Train managers and team members on how to use the dashboard effectively to track performance and set improvement goals.

Requirements

  • Input on the KPIs to include and how they should be segmented (e.g., by priority, ticket type, or team member).
  • Collaboration to define reporting cycles and dashboard update frequency.
  • Feedback during testing to ensure dashboards meet leadership and team needs.
  • Identification of specific team members or managers who require unique dashboard views.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Real-time visibility into team performance and workload distribution.
  • Identification of trends and bottlenecks to improve service delivery.
  • Clear insights into team productivity and customer satisfaction metrics.
  • Data-driven decision-making to optimize team operations and enhance client experience.