Introduction

In this article, you'll learn how to use the LoftyWorks Agent Activity tool. This tool allows you to set up and track various metrics for your team.

Note: Some of the content in this article is being Beta tested. Your Reporting page may or may not reflect this experience. 

Summary

• Creating the Metrics
• Agent Metric Notification
• Agent Metric Data
• Activity Contacterboard

Creating the Metrics

As an account admin, you are able to set up metrics for your team to report their activity, and you have the option to make these metrics mandatory or optional. To get started, navigate to your Company Settings and select Reporting > Business Goals > Activity Setting. To add a custom metric, click + Add Custom Metric.

Next, give the metric a name and an optional brief description to explain what this metric is to your team. Click Add Metric to create this metric.

Once the metric has been created, it will automatically be set to Active. This means that each day at 6pm (per that agent's browser settings) each of your team members will receive a push notification asking them to provide their activity for this metric. 

If the metric is only Active, they can bypass the notification and continue to access their account. However, if the metric is set to Mandatory, they must complete the metric before they can use their LoftyWorks account.

You can also use Edit and Delete to better manage your custom metrics.

Agent Metric Notification

If you have active metrics set up, all agents on your account will receive a notification at 6pm to complete their daily metrics. The metric notification can be found via the Bell Icon under Company Announcements. The Activity Reporting announcement that is marked as To Be Submitted is the most recent daily metric request. Older unsubmitted metrics will be marked as Overdue. Completed metrics will have the status of Submitted.

Agent Metric Data

Agents can also submit their metrics on the same page where they view their metrics. Navigate to Reporting and select My Activity. Here, the agent can see their own metric data and also submit historical metric data, ensuring that they are always up to date!

The My Activity page includes both custom metrics (created by the admin) and default metrics, like Calls Made and Texts Sent, which are collected automatically via the system. This means that calls made via LoftyWorks will be tracked for you here, automatically.

Activity Leaderboard

The Activity Leaderboard allows agents to compare their activity with others on their team. As an admin, you can compare all users across the entire account. Non-admin users can compare themselves with others in their team or sub-team. To compare across specific metrics, select the metric from the drop down menu at the top of the screen. Both default and custom metrics are available.

Note - if the data doesn't look quite right, click the refresh icon in the upper right corner!

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.