Group Reporting
For some organizations, multiple groups make up one larger support structure, and monitoring performance and quality of service by group is a vital piece of the puzzle. Within Stella Connect, you can segment performance reporting by department or site, for example, by assigning your Team Members to designated reporting groups, making it easier to drill into performance metrics.
Often, segmenting data by team isn't enough. Perhaps your organization has 10 teams that make up the overall structure of support, but there are multiple groups inside of those teams, or maybe 3 of those teams actually belong to one larger group.
You can use group-level reporting in Stella Connect to determine how a particular group of teams or employees is doing as compared to a different group, or how subgroups are performing compared to each other.
Best Practices for Reporting Groups:
The two most popular use cases for group-level reporting are:
- BPO or worksite level reporting
- Lines of business or department-level reporting
There are certain use cases we do not recommend group-level reporting for. Group reporting is most valuable when employees belong to a specific group and their membership in that group does not often change over time.
If employees switch between groups often (e.g. if they work across multiple lines of business), you may prefer to report on that data using custom properties as opposed to group assignments.
You can always reach out to your CSM to discuss the benefits of group-level reporting to determine if it's right for your team!
Setting up Group Reporting
Step 1: Determine Group Hierarchy & Structure
In order to make use of our group reporting feature, you will need to determine your group hierarchy (i.e. group names and subgroup names) and decide which employees should be assigned to which group.
Step 2: Build & Submit Groups
Currently, group building is completed by Stella Connect, so this step involves using our CSV template to provide us with your reporting group structure.
Attached to this article, you'll find a CSV template for download -- once you've downloaded the template, you can fill it in with your team's data, using our example below as reference.
Group Name |
Subgroup Name |
Subgroup Name |
Team Leader Name |
Team Leader ID or Email |
BPO Solutions |
Philippines |
Support |
Paul Quimbey |
127382 |
BPO Solutions |
Philippines |
Sales |
Maria Keys |
3893297 |
Once you've completed this step, please email your group structure CSV to your account's CSM. Your CSM will work with our Implementations team to create the structure according to the outlined specifications in your Stella Connect instance.
Note: We will assume that all team members reporting to the same designated team leader should have the same group assignment as their team leader. If this is not the case, create a separate row for the individual team member and indicate the correct reporting group.
Maintenance
After our Implementations team has created your organization's group structure in Stella Connect, when you add new team members or edit existing ones on the Manage Team page, we will assume that those employees belong to the same reporting group as their team leader.
You will also be able to manage employee group assignments for existing employees through the Manage Team page.
Data
After setup is complete, you'll notice a new dashboard is available to you. You can access Group Reporting by going to Trends > Groups
Data will begin appearing on the Groups dashboard immediately after the reporting group structure has been implemented for you by our team. Moving forward, this dashboard will continue to accrue data is it comes in and will become increasingly valuable in monitoring performance by group.
Changes
While you can manage existing employee group assignments on the Manage Team page, you will need to reach out to your CSM if your overall group structure or hierarchy changes.
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