Hi, community!

We are currently in the process of implementing CloudCX in our Italian market and we have come across a big legal issue connected to Team Leader view. In all our other markets, a Team Leader is allowed to see individual performance of agents in their team (number of interactions handled, AHT, ASA etc.). But in Italy, according to the labor law, this is not allowed, and a Team Leader can only see aggregated data for the whole team. But at the same time they are allowed to see real-time monitoring.

Is there someone from Italy who would be so kind and could provie us a  bit of an insight on how their company does this? What monitoring options do your Team Leaders have? Do they even use CloudCX at that point? Do you use any other integration that automatically aggregates the data to team level? Or some outside reporting tool?

Any advice on how to handle this is highly appreciated :)

Thank you!

#Implementation
#QualityManagement
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

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Dominika
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Are you talking about the leaderboard in gamification?  If so, there is a permission called Leaderboard -> View that would restrict them from seeing that.  If you are talking about normal performance views, then I would put the agents in one division and the queues in another division and give the team lead supervisor access to the queue division and not the agent division.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 04-05-2024 07:39
From: Dominika Tavernová - Turisanová
Subject: Help! Looking for a company from ITALY that uses CloudCX

Hi, community!

We are currently in the process of implementing CloudCX in our Italian market and we have come across a big legal issue connected to Team Leader view. In all our other markets, a Team Leader is allowed to see individual performance of agents in their team (number of interactions handled, AHT, ASA etc.). But in Italy, according to the labor law, this is not allowed, and a Team Leader can only see aggregated data for the whole team. But at the same time they are allowed to see real-time monitoring.

Is there someone from Italy who would be so kind and could provie us a  bit of an insight on how their company does this? What monitoring options do your Team Leaders have? Do they even use CloudCX at that point? Do you use any other integration that automatically aggregates the data to team level? Or some outside reporting tool?

Any advice on how to handle this is highly appreciated :)

Thank you!

#Implementation
#QualityManagement
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Dominika
------------------------------