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Table of Contents
FAQ - Assignment Level Insights
Introduction
My Team Insights provides metric insights that are organized using Groups. The dashboard captures team data/ metrics like contact times, case health trends, operator caseloads and more for supervisors to help identify opportunity areas & best practices.
With My Team Insights, Group Leads to get actionable insight into the core performance indicators for their team and the individuals on their team!
Location & Access
My Team Insights can be found by clicking the Insights module (bottom left) and then the My Team tab (upper left). The My Team tab is accessible to operators with...
- The Admin role
- The Supervisor role AND at least one Group Lead assignment (more info about group leads below)
- Group Leads can access the dashboard for specific Groups where they are the Group Lead.
- If an operator is a Group Lead of multiple Groups, all groups and group members will be represented in the Group Lead's dashboard
My Team Insights FAQ
If you do not see either of the icons mentioned above, reach out to your Hi Marley administrator(s) to discuss whether your role or group assignment(s) should be changed!
If you do not see any data in the My Team Insights, the group must have at least one member (group member or a group lead).
If changes were made to a group that you are a group lead of, the change will take 24 hours to be reflected in My Team Insights.
Filters
By default all the metrics displayed in My Team Insights will have the following filter criteria:
Duration: Cases created in past 7 days Case Status: Open Day of Week: Monday through Friday Time: Any time
New in Release 2.72 - Line of Business Filters & Drill-Downs
- My Org and My Team dashboards can now filter by Line of Business.
- Users can analyze trends, track performance, and understand how different business lines contribute to case activity.
- Note: This field is only visible to organizations with Line of Business enabled and for cases created after December 4, 2024.
- The name is sourced from the Line of Business Display Name configured in the Company Hierarchy Settings.
Lighthouse Metrics
Total New Cases - Number of newly created cases during this timeframe by members of your Group(s)
Cases that Needs First Touch - # of opted in cases where the Operator has not sent an outbound reply
Conversation Sentiment Score - Sentiment Score calculated based on all messages received by members of your Group(s)
New Case Health
New Case Health metrics return results where the case was created within the data range and your team member was assigned to the case. Cases where your team member is a secondary operator are included.
Case Health Drill down
The case health drill down presents 3 different views of case health
- View of case health aggregated for all your groups
- View of case health broken out by group
- View of case health drilled down by each individual in the group(s)
Conversation Health metrics return results where the message was sent our received within the date range and your team member was assigned to the case. Assignments include both primary and secondary operators.
Conversation Health
Conversation Health presents a weekly trend of messages received with a distribution of message sentiment % plotted against the overall Conversation sentiment score.
Conversation Health Drill Down
The conversation health drill down presents 3 different views of conversation sentiments
- View of conversation health aggregated for all your groups
- View of conversation health broken out by group
- View of conversation health drilled down by each individual in the group(s)
Conversation Health metrics return results where the message was sent or received within the date range and your team member is the primary operator. Cases where where your team member is a secondary operator are not included.
Conversation Surveys
Conversation Surveys Drill Down The Conversation Surveys drill down presents 3 different views of survey performance:
- View of survey performance aggregated across all your groups.
- View of survey performance broken out by group.
- View of survey performance drilled down by each individual in the group(s).
Survey Metrics return results where the survey was sent or completed within the data range, and your team member was assigned to the case. Assignments include both primary and secondary operators are included for broader insights in the drill downs of the survey metric.
Downloading Insights
Download & Display Limits
Drilling into charts or tables in Looker shows detailed data, but with some limits to note.
🚫 Drill Row Limits
Drill views show up to 500 rows.
Downloads are capped at 5,000 rows, regardless of total data size.
So, only the first 500 rows appear in the drill window, and downloads max out at 5,000 rows.
📌 Why This Matters
These limits keep dashboards fast. Missing data in drills or downloads is likely due to these caps.
💡 Tips for Getting the Most from Drills
Apply dashboard filters before drilling to narrow data.
Focus on smaller timeframes or specific categories when drilling large datasets.
Metrics Glossary
Lighthouse Metrics
Metric Name |
Description |
Total New Assignments |
# of assignments that the operator is or was ever assigned to. |
Cases that Need First Touch |
# of cases without an outbound human message that the operator is or was ever assigned to the case. |
Conversation Sentiment Score |
Sentiment score of customer messages sent during the selected time frame, for all cases that the operator is or was assigned to.To learn more, click here! |
New Case Health Metrics
Metric Name |
Description |
Waiting on Opt-in* |
# of cases without Customer opt-in confirmation that the operator is or was assigned to. *(Hi Marley Opt-in Enabled) |
Waiting on Customer* |
# of cases without a customer message that the operator is or was assigned to. *(Hi Marley Opt-in Disabled) |
Opted-out Assignments |
# of cases that the customer has opted out of where the operator is or was assigned to. |
Opt-in Rate |
# of cases that the customer has confirmed opt in / total number of new cases that the operator is or was assigned to. |
First Touch < 4/24 Hours |
# of cases with an outbound, human message within 4/24 hours from opt-in that the operator is or was assigned to. |
Median Time to First Touch |
Median Time from Case Creation (or Opt Confirmation) to first Outbound, Human message for all cases that the Operator is or was assigned to. |
Conversation Health Metrics
Metric Name |
Description |
Total New Cases |
Total # of open cases where the user is the primary operator |
Operator-Engaged Assignments |
Number of cases that had at least one outbound message sent by the associated Operator. |
Total Assignments with Messages |
# of cases that the operator is or was assigned to with at least one message while the operator was assigned to that case. |
Outbound Attributed Messages |
Number of outbound messages sent by the associated Operator. |
Total Customer Messages |
Number of inbound customer messages while the Operator was assigned to the case. |
Total Operator Messages |
# of Operator Messages sent during this time period where the user is the primary operator |
Operator/Customer Message Ratio |
# of outbound messages sent by the Operator ÷ number of inbound customer messages while the Operator was assigned to the case. |
Total System Messages |
Number of outbound messages sent by Hi Marley while the Operator was assigned to the case. |
Total Positive Customer Messages |
Total customer messages with greater than .98 positive sentiment received while the Operator was assigned to the case. |
Total Negative Customer Messages |
Total customer messages with greater than .99 negative sentiment received while the Operator was assigned to the case. |
Median Customer Response Time |
Median time it took customers to respond to messages while the operator was assigned to the case. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted. |
Median Operator Response Time |
Median time it took the operator to respond to customer messages. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted. |
Open Cases with Activity >30 Days |
# of Open Cases with no messages exchanged in the last 30 days. Often referred to as "stale cases", This metric indicates cases which might need to close. |
Conversation Survey Metrics
Metric Name |
Description |
Total Surveys Sent |
Total number of surveys sent to end users in the selected period. |
Total Surveys Completed |
Total number of surveys completed by end users. |
% of Surveys Complete |
Percentage of surveys completed out of total surveys sent. |
% of Respondents with Feedback |
Percentage of surveys with written qualitative feedback provided by respondents. |
Average Survey Score |
Average score (1-5) for all completed surveys. |
Survey Sent At Date |
Date and time the survey was sent. |
Survey Completed At Date |
Date and time the survey was completed. |
Survey Score |
The score given by the end user (1-5). |
Qualitative Survey Feedback |
The text feedback provided by the end user in the survey response. |
FAQ - Assignment Level Insights
Q: I used to see my name in My Team, but it’s missing now, why?
A: Previously, operators would be in My Team if they were currently assigned to the case and they inherited all the messages sent by other operators before they were assigned. Now, you need to be assigned to the case when a message was sent to be included.
Q: It looks like my assignment count went down
A: Conversation Health now only shows Assignments that have at least 1 message while you were assigned. These could be Inbound, Operator, or System messages.
Q: An assignment count went up
A: This is most likely caused by cases that you messaged on but are not currently assigned to. The previous version would not report any cases or messages if you were no longer assigned.
Q: My message count looks different
A: Aside from needing to be assigned when the message was sent, now we only show messages that you sent. Previously, all operator messages on cases you were currently assigned were included in the count.