Sprint Performance Management & Analytics

FAQ: Prepaid Compass Simplification Upgrade

Were speeding up the system and simplifying reports - making it easier for you to access data, enter observations and coach!
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FAQ- Compass Simplification Upgrades

Question Answer
No. You are seeing the new color of Compass! There is no longer a need for you to click to get to all of your metrics. You will see all of your metrics and details immediately when you log in to Compass. When you want to view another metric simply select your Home Tab and it will take you back. We removed Metric Trend Dashboards from the Navigation Bar. You will now see graphs on the Metric Breakdown dashboards next to the metric data. The Data Status Dashboard will now provide you with the last time the metric was updated in Compass. The dates will be displayed with a Green Star to reflect the update and red circle for the days the metric has not been updated The Supervisor and Manager Coaching Planner are no longer a separate Dashboard. It is now combined and available directly on the Observation & Coaching Manager as the first report on the Dashboard for your convenience. This means you have exceeded your goal at or above 115%.

Sprint Performance Management & Analytics

When I logged into Compass I am seeing the color Blue instead of Yellow is something wrong? As an agent I used to be able to see a My Performance selection on the Navigation Bar where is it?

I no longer see Metric Trends on the Navigation Bar for each metric, where are they now?

How can I find out when the last time a metric was updated in Compass?

Where is the Supervisor/Manager Coaching Planner?

I see a new blue conditional formatting color on my 2 views, what does that mean? metric

FAQ- Compass Simplification Upgrades

Question Answer
You will now find your Advanis historical views at the bottom of the My Weekly/Monthly Performance Dashboard as a link.

Sprint Performance Management & Analytics

Where are my Advanis IR historical views?

Where do I find Compass Logins, Unacknowledged Coaching Sessions, and Overdue Tasks?

You can now find this on ONE dashboard titled All Activity Tracking.

When I select the My Weekly/Monthly Performance I am seeing a default of a weekly view and I thought this report was a 15 month view?

You are correct! We defaulted this view to weekly views and the Last 15 month view as it has always been. WE renamed it since it was not really an annual view of 12 months. Always look to this report to provide any historical data as a link at the end of the dashboard

FAQ- Compass Simplification Upgrades

Question Answer
As of 10-7-2013 your surveys and the metric will change There will be a Text Message sent to the customer immediately after a call! Less time for the customer! Customers answer 2 Questions and a Verbatim Instant Agent Results with a Survey given same day as specialist interaction. The 1st Question Metric CSAT Top 2 Box How satisfied are you with the overall handling of your call by (Agent Name) you spoke to, on a scale of 5 (very satisfied) to 1 (very dissatisfied)? The 2nd Question- Metric Willing to Recommend (WTR) How likely are you to recommend (Brand specific) to a friend or family member on a scale of 5(very likely) to 1 (very unlikely)? The 3rd Question- Verbatim To help us provide you with the best service, could you please tell us why you gave those ratings? Specialists and above will be able to see the details of their surveys. Now you will have verbatim from the customer (viewable in Compass) Remember to go to My Weekly/Monthly Performance to find your Advanis Historical Views as a link at the bottom of the dashboard.

Sprint Performance Management & Analytics

I am now seeing a new metric titled CSAT Top 2 Box what happened to Advanis IR?

FAQ- Compass Simplification Upgrades

Question Answer
Absolutely! Check out slide 6 with all the changes to the behaviors. We have retired, combined and removed behaviors.

Sprint Performance Management & Analytics

I see new behaviors , combined and some retired ones on the Observation & Coaching Manager. Can you provide me the new list of behaviors?

When I click on the Advanis historical link on the bottom of the My Weekly Annual Performance it opens another window is that supposed to happened?

Yes! This new historical Advanis link takes you to a new dashboard view displaying the historical Advanis data.

Behavior Simplification Changes. We Retired/Added and Combined!

Metric
AHT AHT

Behavior
Billing System Knowledge Call Control Efficient Call Flow Keyboard & Mouse proficiency Efficient Call Flow and Control Apply Accurate Amount

Change
Retired Retired Retired Retired Added/Combined Retired

Sprint Performance Management & Analytics

AHT AHT AHT Adjustment Adjustment BREAL BREAL BREAL BREAL BREAL BREAL BREAL CSAT Top 2 Box CSAT Top 2 Box CSAT Top 2 Box Value Points Value Points Value Points All Metrics

Retired Adjustment Review and Address Unbilled Usage Build Customer Trust Retired Resolves Problem/Issue Resolution Escalated to Manager when Appropriate Listens and Understands Issue Utilizes CST/Tools to Resolve the Customer Issue Follow Hold & Dead Air Protocol Display Confidence and Knowledge Listen Actively Demonstrates Necessary Knowledge Display Confidence and Knowledge Overcome Objectives Added Added Added Added Added Added Changed to Listens and Understands Issue Retired and Combined with Display Confidence Added Retired Retired Retired Retired all Other Behaviors by Metric

Provision and Document Offer Accurately

Recognize Customer Cue Other

FAQ- Compass Simplification Upgrades

Question Answer
We have a ticket open to get the task added back to the top of the Action Tab. You can also find the task to acknowledge a coaching session at the very bottom of the Observation & Coaching Manager on the Action Tab. We have a case open with the vendor and they are looking into this issue.

Sprint Performance Management & Analytics

Where are the tasks for the advisor to acknowledge coaching? They use to be at the top when Actions tab was accessed.
Compass sure has been slow, Why?

I am still catching up uploading my observations/coaching into Compass, what date should I use when I enter them?

Date the observation and coaching the day you met with the advisor. Not the date entered.

FAQ- Compass Simplification Upgrades

Question Answer No, other categories like NCP is used by other organizations. Keep using CSAT Top 2 Box, Branding and Compliance and AHT. If the behavior you used has been retired, find the closely related behavior and use that one going forward (i.e.: Listen Actively is now Listen and Understand Customer issue. You will still see the old trend showing at the retired behavior. Your next Observation/Coaching post should be with the NEW behavior.

Sprint Performance Management & Analytics

I see new behaviors on the Compass Observation form? Do I use any new categories? What do I do if I used a behavior that is now retired? What happens to my trend and coaching?

FAQ- Compass Simplification Upgrades

Question Answer Click on My Performance, then to go CSAT Top 2 results, and click on Breakdown, click here on Details and ratings/verbatim will display This measurement indicates the how many people on your team are hitting the target for that metric.

Sprint Performance Management & Analytics

Where do I find the Fizzback verbatim in Compass?

What does Team % green measure?

Where is the Bottom Box CSAT performance results?

Bottom Box is available in the Fizzback Portal. Ps you can see the individual per survey results when you click on CSAT Top 2 Box metric breakdown.