Team Insights and Analytics in Personio Conversations

 

This article provides a detailed overview of the Team insights and Analytics pages in Personio Conversations. It also explains how to get the most out of these functionalities so that you can improve your reporting capabilities.

You will learn about the following topics:

 

Team Insights

Team insights gives you an overview of the workload and health of your team, based on the previous seven days. At a glance, you can see what is the work distribution between experts, how much work is in progress and still to be done, and what areas need attention.

The Team insights view is divided into several sections, each focusing on a different aspect of your team's work in Conversations.

Notes
▶︎
Each Team insights page view relates to one team only. If you are a member of multiple teams, you can switch between them by clicking on the team name beneath the header.
▶︎
Team insights provides a summary of the past seven days only.

 

Where to find Team insights

To access Team insights, follow these steps:

  1. In Personio, navigate to Conversations in the left navigation sidebar.
  2. In Conversations, go to Work > Team insights.

 

Sections in Team insights

The Team insights page displays five sections, each representing one or more metrics. See the table below for more details.

Note
Median and average values are calculated for the four weeks prior to the current seven-day period.

 

Section

Metric

Data about new requests - The number of requests created in the past seven days.
- The number of those requests that were resolved.
- The number of requests that are usually created in the same period (the median number of requests).
Snapshot of the current workload - Overview of the current workload per expert, split by Active (To do and In progress) and On hold statuses.
- Overview of the current work in progress by status (To do, In progress, Waiting).
Health check - Requests that breached their SLA goal.
- Requests that have had the To do status for more than two days.
- Requests that have been unassigned for more than two days.
Requester satisfaction - The total number of survey responses.
- The distribution of responses per survey option.
Attention needed - Requests in which you were mentioned.
- Requests where your approval is needed.

 

Analytics

The Analytics page provides you with in-depth insights regarding your team’s requests. This can help you to keep track of requests and also improve your reporting capabilities with regards to key performance indicators (KPIs).

Notes
Each Analytics page view relates to one team only. If you are a member of multiple teams, you can switch between them by clicking on the team name beneath the header.

 

Where to find the Analytics page

To access the Analytics page, follow these steps:

  1. In Personio, navigate to Conversations in the left navigation sidebar.
  2. In Conversations, go to Manage > Analytics.

 

Sections in Analytics

The Analytics page displays six sections, each representing one metric. See the table below for more details.

 

Section Metric Notes
Requests created Number of requests created within the time period (per unit of time and in total), with the most frequently assigned category and assignee as additional information.  
Requests resolved Number of requests resolved within the time period (per unit of time and in total), with the most common category and assignee of those requests as additional information.  
Time to first response Median time to first response within the time period, based on the creation time of a request. Time to first response for a request is calculated as the difference between the creation time of a request and first reply sent by an expert to the requester (including forms).
Time to resolve Median time to resolve within the time period, based on the resolution time of a request. Time to resolve for a request is calculated as the difference between the creation time of a request and the last resolution time, excluding the time request was on hold.
SLA breach Number of requests that have breached the SLA rule for response or resolution time, based on the creation time of a request.  
Requester satisfaction Feedback from requesters based on their experience. Requester satisfaction cannot be displayed with assignee or category filter selected.

 

Analytics filters

At the top of the Analytics page, you can filter by category and by assignee. If you are a member of more than one team, then you can also filter by team. The resulting data is representative of these filters only.

Note
Only the current team, category, and assignee of a request are taken into account by the filter.

 

Selecting a date range

On the right side, you can select the date range for the data. You can pick any range, from just a couple of days to months. Conversations will automatically adjust the granularity as follows:

  • Per day if the range is less than or equal to thirty days
  • Per week if the range is less than or equal to ninety days
  • Per month if the range is greater than ninety days

Tip
You can quickly select the last seven / thirty / ninety days using the shortcuts at the bottom of the date picker.

 

Downloads

This functionality is only available to customers on the Premium Conversations package.

It is possible to download a CSV file with all the data, either aggregated or split by category or assignee.

To download the data, follow these steps:

  1. In Personio, click on Conversations in the main navigation sidebar.
  2. Go to Manage > Analytics.
  3. Select the relevant filters (team, category, assignee).
  4. Click on the download button at the top right.
  5. In the dialog box that appears, select whether you want to download Aggregated metrics or Metrics grouped by category. Note that requester satisfaction metrics won’t be included in downloads where metrics are grouped by assignee or category.
  6. Click on Download to download the data as a CSV file.

 

More Information

 

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