This guide is meant to dive right in to our single pane of glass, the dashboard. Your dashboard is where all of your team's metrics live and where you have the ability to see how they’re performing against your organization’s most vital objectives. You'll find you have multiple views within the dashboard allowing you to view priority metrics along with other metric groupings based upon your team's needs.
Your main dashboard view will be your team and their Health Score on the left side of the page. You will find our Natural Language Summary explaining how your team is performing and any indicators of areas you should be aware of. You will also find your Communication Score which is discussed in more detail here. Below these scores and summaries, you have the ability to click on any member of your team to be taken to their dashboard, or view at a glance their individual Health Scores.
On the right hand side fo the page you have ability to see Metrics, Communication, Mini Goals, and People tabs. These will all take you to another page where you can dive into how your Communication coverage is going with your team, where you can track progress of their Mini Goals, and view your team members and their activity/status within People.
Below the tabs you will find that your default view is of Priority metrics. You can click on that dropdown menu to display any number of other metric groupings that may be available to you and your team.
When looking into metrics, there are many things that you can drill down and manipulate to see exactly what matters most to you and your team. We'll discuss the basics of each item here going through goals, priority levels, timeframes, metric stats, leaderboards, results, and a few other details you will find by viewing metric details.
Every metric that goes into your team's Health Score has a goal assigned to it. Our goals behave differently based upon your organization's needs. Some metrics may have goals that pace to an amount, meaning that your team is working towards a large number throughout the given time period. Other goals may be set at below a limit, meaning that your team must stay under a given point, such as Average Handle Time. Goals can be customized for a team or individuals by using the Settings icon in the upper right corner of the metric detail window. These custom targets will override the original goal, which can be great for helping new employees as they ramp up, or as goals change based upon performance. Any custom goals can be removed at any point in time if you or your organization deem necessary.
Priority levels are given to metrics that will count towards a Health Score. In order for our calculation of a Health Score to work, we assign different weights to low, medium, and high priority metrics. Using these priority levels and goals we are able to provide you and your team with a breakdown of points given towards each metric.
Priority levels also give you a unique perspective within your dashboard, so you can view all the Priority metrics that your team should be focused on. This isn't to say that other metrics are not important, however, focusing on the priority metrics will help you and your team stay aligned with the organization's needs.
Timeframes within a metric detail allow you to change from the defaulted timeframe to a timeframe of your choosing. For instance, some metrics within your views may be defaulted to a single timeframe. These may all be set to look at CSAT, QA, and FCR all within the last 7 days, but you're expected to know where your team is at in these three metrics overall month-to-date (MTD). You can use our timeframe feature to adjust the view of the timeframe and see how the team is performing over a new given time period.
Turning on the ability to see metric statistics can be done simply by clicking the three dots in the upper right corner of any metric detail window and toggling the option to Show statistics. These statistics then appear below the metric chart view to give you updates on where the metric is today, where it was yesterday, 30d ago, and how close the team is to their end goal. Additionally, when an individual contributor views their Dashboard they will see how they rank in their team indicated with a value and an emoji. Metric statistics can be a great way to quickly see how your team is growing as it relates to that particular metric.
The Pathlight leaderboard allows you to easily see where your team members are performing. Accessing the top/bottom three performers in a glance can make it easy to see who you need to focus on recognizing and coaching. In addition to that, you can see where your team ranks overall in the group, or within the entire organization by changing the view from Team leaderboard to Global leaderboard. The leaderboard will not only tell you a specific # Value, but will also give you % to Goal (how close you are to the daily goal), % to End Goal (how close you are to the monthly goal), and 7D Delta.
Each metric detail gives you the ability to Show Results. These are the objects taken directly from your organization's data source (i.e. Salesforce, Zendesk, etc.) and displayed in an easy-to-read table. We typically display the name of the person who is being measured along with dates and details related to that record, allowing you to even use links to take you to the specified interaction.
Within the metric details you also have other functionalities as well. You'll find that you can zoom in/out to view a larger or smaller period of time within the chart, or pan across the chart to go forward/backward. Additionally, you are able to download the charts for usage elsewhere. You'll find that you have the ability to message and create Mini Goals within the metric detail window by clicking on the blue + icon in the upper right corner.
Remember, we’re here to support you, if you have any questions please feel free to reach out to firstname.lastname@example.org.