If you need to get an overview of the health of your team, head straight to the team insights, which brings together all the important aspects of the workload and health in your teams.
At a glance, get an idea what is the work distribution between experts, how much work is in progress and still to be done, and whether your help is needed in any of the requests.
The insights view is divided into several sections, each focusing on a different aspect of the team's work in Back. Each view is scoped to one team only - in case you are in multiple teams you can switch between them in the page header.
Data about new requests
Snapshot of the current workload
Health check of the team
Data about employee satisfaction
Requests where your attention is needed
How many requests were created in the last 7 days and how many of those were resolved
How many requests are usually created in the same period
How many requests were successfully deflected using our Knowledge automation
Overview of the current workload per expert, split by Open (To do and In progress) and On hold statuses
Overview of the current work in progress by status
Requests that breached their SLA goal
Requests that have not been assigned for more than 2 days
Requests that have been in To do for more than 2 days
When a request is resolved, the employee can give feedback about their satisfaction with the resolution. This section shows the distribution of the three outcomes –
Requests in which you were mentioned
Requests where your approval is needed