In the Customer Intelligence module > System Reports > People section you're able to view data related to your team and how engaged they are with your customers.
You're able to see the number of times they've completed certain touch points within the date range selected (at the very top of the page), and you're also able to see which tasks they are completing and which tasks they're ignoring.
Engagements by User & Channel
In this section, you're able to see which touch-point types your CSMs are logging the most. If you click on one of the numbers you're able to see, at the bottom of the chart, which companies the team member completed this touch point type for and how many times for the same company.
Export this data to Excel if you'd like to do more analysis.
To learn more about setting up your touch points that display in this chart you can go here.
Here you're able to see how many tasks were completed or not completed and what they were. This is a great tool to be able to see which tasks CSMs seem to be ignoring on a regular basis because it can indicate that your processes should be adjusted.
If you click on the numbers in the chart, it will expand and show you which tasks were completed/not completed during the time frame set at the top of the page.
This chart includes all tasks (tasks within playbooks as well as standalone tasks that were logged).
You're also able to export this data to Excel for further analysis.