Under the Tasks & Reports page, we have several reports available for Associate Issues.
Issues are automatically generated by Hera when you import your weekly and daily performance data. Most issues are set up to be generated when an associate receives a Poor or Fair for any metric. For example, if an associate receives a 96.7% POD score Hera will generate an associate issue to track this Fair performance.
You can change the thresholds at which issues are generated from performance imports by heading to the Coaching section of your Company Settings and scrolling to the bottom.
You can add your own Associate Issues to Hera that you can assign manually to associates. First, head to the Custom Lists section of the Company Settings. Under the List Name column find Associate Issues and use the action menu on the far right to add your own. For example, you can add issues for Did Not RTS or Left Trash in Van.
Reports
Scroll down to the Performance & Coaching section of the Reports or search "associate issue" in the search bar. You will see the following results: Associate Issues (All), Associate Issues (Last 90 Days), 30-Day Associate Issue Trends, and Associate Issue Trends Graphs. The 30-Day Repeat Offenders report is also an associate issue report.
The Associate Issues (All) and Associate Issues (Last 90 Days) options will direct you to the Associate Issues page. Associate Issues (Last 90 Days): View all Associate issues in the last 90 days.
The 30-Day Associate Issue Trends report displays information about the Associate Issues that have occurred repeatedly over the past 30 Days. This will give you an overview of what metrics your DAs are struggling with the most.
Occurrences Last 30 Days column: The number of times this Issue Type was assigned to an associate in the last 30 days.
Associates Last 30 Days column: The number of associates that received this Issue Type over the last 30 days.
Occurrences Previous 30 Days column: The number of times this issue type was assigned to an associate in the past 31-60 days
Associates Previous 30 Days column: The number of associates that received this Issue Type in the past 31-60 days.
Associates Variance column: This displays the difference between the Associates Last 30 Days and the Associates Previous 30 Days columns. This will help you determine whether your company has improved or regressed as a whole for that particular
The Associate Issue Trends Graph report provides a graph to view your associate issues over time. The graph can be filtered by Associate Issue Type and there are several Timeframe filters to choose from at the top to narrow down your results. This is helpful to view how your Associates are performing on each metric. The more associate issues there are, the more Associates are struggling to perform well on that metric.
All the associate issue data used to form the graph will be displayed in list form below the graph. This will help you identify the associates who are performing poorly for this metric and in turn, bring down your company score for this metric.
The final Associate Issue report you can view is 30-Day Repeat Offenders. This report identifies the DAs who have received the same associate issue multiple times in the last 30 days. This can be used to identify the metrics DAs are struggling with.
Occurrences Last 30 Days column: This is the count of that associate issue received over the last 30 days. This column counts how many times that issue type was received in the last 1-30 days. For example, Elinor Clayton received 5 CX DA Tier issues because she received a Poor or Fair score for her CDF in the last 30 days.
Occurrences Previous 30 Days column: This is the count of that associate issue received in the 30 days before the last 30 days. In other words, this column counts how many times that issue type was received in days in the last 31-60. Using Elinor as an example again, she only received 1 issue for her CX DA Tier in the last 31-60 days.
Occurrence Variance Column: This column displays the difference between the Last 30 Days and the Previous 30 Days column. It gives you a quick glance to see whether the associate has improved or regressed over the last 30 days vs the previous 30 days.