Building Teams

https://www.loom.com/share/612aaa4d44c34cb2ab9f1d81d9e584a8

After reading this guide, you will be able to:

• Create configurable teams within Prepared AQA

• Assign team leads and members

• Filter analytics by team

• Compare performance metrics across teams

• Monitor team performance trends over time

The Teams feature allows you to group call takers into configurable teams for evaluation and reporting.

You can use Teams to:

• Analyze performance by shift (Day, Night, Swing)

• Monitor new trainees

• Evaluate specific units or supervisor groups

• Compare auto QA scores across teams

• Track call volume and duration by team

Teams are fully customizable. A user can belong to multiple teams at the same time.

1. Go to Settings

2. Select Teams

You may see pre-configured teams (for example, shifts or supervisor groups).

1. Select Add New

2. Enter a Team Name

   • Example: “Night Shift – Melissa”

3. Assign a Team Lead

4. Select one or more Team Members

5. Select Confirm

Your team is now active.

• A single user can belong to multiple teams.

• Teams can represent shifts, supervisors, trainees, or any group structure that works for your center.

• Data begins collecting when the team is created. Historical data is not automatically backfilled.

1. Go to Settings → Teams

2. Select Edit

3. Update the team name, lead, or members

4. Select Confirm

Changes apply moving forward.

Once your teams are set up, you can filter and analyze data by team.

1. Go to Analytics

2. Select Filter

3. Choose Call Taker Team

4. Select the desired team

5. Apply the filter

The system will display only calls from users assigned to that team.

You can create custom views to compare performance across team members.

Example: Compare Auto QA Scores

1. Go to Analytics

2. Create a Custom View

3. Select a date range (e.g., Last 30 Days)

4. Choose a Table Chart

5. Select a metric (e.g., Auto QA Score)

6. Break down results by user within the selected team

7. Select Apply

You can quickly see average scores for each team member.

You can repeat this process for other metrics such as:

• Call Duration

• Call Volume

• Protocol Compliance

• Custom QA Form Scores

To determine whether a team is improving:

1. Create a Time Series view

2. Select a date range

3. Choose a time interval (e.g., week over week)

4. Apply the team filter

This allows you to monitor performance trends and identify improvement patterns.

When you create a new team:

• Data begins tracking at the time of creation.

• Past calls are not automatically included.

• If you filter immediately after creating a team, you may not see results until new calls are processed.

If your center is interested in historical backfill, contact Support to discuss options. Backfilling requires careful consideration, especially if users have changed teams over time.

Supervisors and administrators commonly use Teams to:

• Monitor new hire training cohorts

• Compare shift performance

• Evaluate team leads’ oversight

• Identify coaching opportunities

• Track performance improvements after targeted training

The Teams capability lays the foundation for additional workflow enhancements, including:

• Team-based notifications

• Automated call queues

• Team-level performance alerts

• Establish a clear naming convention for teams.

• Review team membership regularly.

• Use consistent time ranges when comparing performance.

• Combine team filters with custom dashboards for ongoing monitoring.

• Align team definitions with your operational structure.

For assistance configuring Teams or building custom dashboards:
Support@prepared911.com