At Build IT Live 2022 Team GPS Launched and Highlighted several exciting new features including:



  • MS Teams Integration for Rewards & Recognition - Users have the ability to give recognition to their peers using MS Teams. Shoutouts from Team GPS are also sent to MS Teams giving users added visibility into peer to peer collaboration.
  • Engineer Success Measures (Scorecard)- Team GPS Success Measures is a scorecard of KPIs that measure performance of an Employee. The Success Measures below are pulled directly from the Team GPS CSAT module and the integrated PSA Tool for each employee. Employees will be able to view the following Success Measures:
    • CSAT Review Rating
    • CSAT Review Response Rate 
    • First Call Resolution
    • Average Number of Tickets Resolved per day
    • Average Utilization Rate
  • 1:1 Meetings - Users can strengthen Manager <> Employee relationships through regularly scheduled one on one Meetings. 1:1 Meetings are meant to share and collaborate on agendas so that everyone comes to the meeting prepared, and conversations maintain focus. Managers can take notes to keep track of important information and all parties are emailed with a meeting recap after the meeting has closed. 



Can I see my engineer scorecard if I'm using any PSA Tool?


Currently we integrate with ConnectWise Manage only. Kaseya BMS/Vorex is coming soon (8/11/22), and Datto's Autotask will be soon to follow.


What success measures are included in the Scorecard?


Success Measure
Description
Criteria
First Call ResolutionThe number of tickets that an employee resolves the first time they work the ticket.
  • Ticket was assigned to the resource
  • Ticket has 1 time entry from the resource
  • Ticket is in a closed status
Average Tickets Closed per DayThe number of tickets an employee resolves (closes) on average each day. Calculated against the number of days the employee works (excluding PTO, Holidays and Weekends)

Number of tickets closed / Number of days worked

Utilization RateThe amount of an employee's time that is billable work calculated as a percentageBillable Hours divided by total hours worked
CSAT ScoreThe Net Customer Satisfaction score of CSAT Reviews received by the employee% of Positive CSAT Reviews - % of Negative CSAT Reviews
Response RateThe Response Rate for the CSAT Reviews received by the employee compared to the number of tickets closedNumber of CSAT Reviews received / Number of Closed tickets (CSAT Reviews sent)


How frequently do the Success Measures update? 


Success Measure data points update in real time when you view the scorecard. The Date filter at the top of the Home screen will determine what data is pulled.


What Success Measures are planned next? 


We plan to add Success Measures for:


  • P1 SLA Compliance
  • P2 & P3 SLA Compliance
  • Ticket Touches


Where are Success measures available in Team GPS?


Users can see their Success Measures from the Home screen as well as via a 1:1 Meeting via the "Success Measures" tab.


As a Manager, where can I see my teams' Success Measures?


From the Home screen, Managers can view their own Success Measures, as well as a "Your Team" tab. From the "Your Team" tab, Managers will see an aggregate of the available Success Measures for all team members that report to them. There is also an available drop-down that allows them to select individual team members to review their respective scorecards.


Managers can also set up a 1:1 Meeting and view their team's Success Measures via the "Success Measures" tab from within a 1:1 Meeting.


How does the MS Teams Integration work?


Users can add a Team GPS bot to their MS Teams tenant. This will provide a channel that will house all Shoutouts received from Team GPS, as well as a bot to chat with. From the chat, users can give shoutouts to their colleagues, view their current points balance and choose to redeem points for rewards.


What is the status of the MS Teams Integration? 


We have finished development and have demo'd a working solution to customers and prospects. Now we are in the process of finalizing the requirements to get the Team GPS bot on the MS store.


Can I give a shoutout from MS Teams?


Yes! Simply type the same formatting used to give a shoutout inside of Team GPS


Example: +10 @tony.stark@starkindustries.net #Humility you are the man!


Can I redeem my points from within MS Teams?


Yes! using the "Redeem" command the system will take you directly to the Redeem page within Team GPS.


Can I see a shoutout given in Team GPS, inside of MS Teams? 


All Team GPS shoutouts will display within the General Channel of the Team created when the Team GPS bot is added to MS Teams.


Can I be notified when a shoutout is given?


Notification preferences can be configured on the MS Teams Channel within Microsoft Teams.


What else is planned for the MS Teams Integration? 


We plan to further enhance the MS Teams integration with many additional features including (but not limited to):


  • Continuous user experience improvements
  • CSAT and NPS Reviews posted to MS Teams Channels
  • 1:1 Meeting links

How do the 1:1 Meetings inside of Team GPS work?


1. Create your Meeting


2. Collaborate and share your agenda with your meeting recipients


3. Start your meeting with a shared agenda, select what's been discussed and take notes

4. Complete your meeting to send a recap email to participants


Who can create a 1:1 Meeting? 


Anyone can meet with any Team GPS user. 


Note: Only Managers and skip level Managers will be able to view Success Measures for an individual recipient of a 1:1 Meeting.



Is the meeting placed on my calendar?


Coming soon! 


Can I add my own agenda items?


Yes! When creating a 1:1 Meeting, users can leverage our default, best practice 1:1 Meeting template with lots of great talking points. Users can also add their own specific agenda items to the meeting. 


In addition to the meeting creator, the recipient of the 1:1 Meeting can add their own agenda items so both parties are collaborating to make a more productive and meaningful meeting!



What else is planned for the 1:1 Meetings in Team GPS? 


We plan to further enhance the 1:1 Meetings with many additional features including (but not limited to):


  • To-Dos (Action Items) can be scheduled and assigned to users from within a 1:1 Meeting
  • More agenda templates
  • Ability to create your own agenda templates
  • Sentiment ratings of meetings
  • Reporting around meeting attendance and sentiment ratings
  • Calendar integration