LeadDesk lets you create groups for your agents (see this article). Sometimes it is useful to have a view on the performance of one of these groups, rather than individual agents.
To see today's performance for your groups, in your Admin account:
- Go to the Overview page.
- Go to the Agent groups subpage.
- Click the Office drop-down list to filter the results, if you have different offices for your agent groups.
The table shows a subset of the information on the Overview page for Agents, but collected by group. Note that the table only shows information about today's activity.
|Agent group||The name of the group.|
|Active agents||The number of agents in the group who are currently logged in and active.|
|Answered calls||The number of calls answered by this group - note that this includes calls offered to agents by Progressive or Preview outbound calling.|
|Finals||How many times the agents in this group have selected call ending reasons that finalised a contact. Finalised contacts are no longer active for automatic calling.|
|Total number of deals||The number of times the agents have selected the Deal call ending reason.|
|Success rate||Percentage of finalised calls that have the Deal call ending reason.|
To the far right of the table is the message icon . Click this to send a message to that agent group. For more on messages see this article.