M&GS Performance Management/Metrics
2026 Scope: define performance KPIs and develop reporting; build a performance management structure First step: develop KPIs for emails and calls. Second step: determine designs/solutions for automation for call and email reporting. Third step: move from manual to automated process for call dashboard (PBI). Currently doing manually with finance. Fourth step: build dashboard to track emails - unread, read, resolved, resolution time, etc. Hassahn currently manually tracking in spreadsheet at start + end of day. Build either in Qualtrics or PBI.
6.4 (Anthony): email dashboard is live but not yet in use. Supervisors have access. Can consider this complete once live with team by end of June. If we move away from Qualtrics in the future, can create new project. 5.21 (Anthony): Call dashboard went live this week in PBI. Email dashboard: draft built in Qualtrics this week; will look to get feedback & request tweaks over next few weeks. In next few weeks should transition. 4.23.26 (Anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
6.4 (Anthony): email dashboard is live but not yet in use. Supervisors have access. Can consider this complete once live with team by end of June. If we move away from Qualtrics in the future, can create new project. 5.21 (Anthony): Call dashboard went live this week in PBI. Email dashboard: draft built in Qualtrics this week; will look to get feedback & request tweaks over next few weeks. In next few weeks should transition. 4.23.26 (Anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
6.4 (Anthony): email dashboard is live but not yet in use. Supervisors have access. Can consider this complete. If we move away from Qualtrics in the future, can create new project. 5.21 (Anthony): Call dashboard went live this week in PBI. Email dashboard: draft built in Qualtrics this week; will look to get feedback & request tweaks over next few weeks. In next few weeks should transition. 4.23.26 (Anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
6.4 (Anthony): email dashboard is live but not yet in use. Once in use, can consider complete -- likely by end of June. Supervisors have access. 5.21 (Anthony): Call dashboard went live this week in PBI. Email dashboard: draft built in Qualtrics this week; will look to get feedback & request tweaks over next few weeks. In next few weeks should transition. 4.23.26 (Anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
5.21 (Anthony): Call dashboard went live this week in PBI. Email dashboard: draft built in Qualtrics this week; will look to get feedback & request tweaks over next few weeks. In next few weeks should transition. 4.23.26 (Anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
5.21 (Anthony): Call dashboard went live this week in PBI. Email dashboard: draft built in Qualtrics this week; will look to get feedback & request tweaks over next few weeks. In next few weeks should transition. 4.23.26 (anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
4.23.26 (anthony): Call dashboard is built - waiting to be published into PBI. Validating numbers. 95% done. Email metrics: Qualtrics still working on first draft, have not seen yet. TBD on timing.
3.20.26 (anthony): Call dashboard is built into PBI. Saw first look on 3/3; second review on 3/24. Goal on timing is to review in March & roll-out in April. Email metrics: Qualtrics seems to be a solve for this. First look for dashboard expected in early April.
Submitted request to IT for email dashboard automation.KPIs are in development - goal for end of March.
2026 Scope: define performance KPIs and develop reporting; build a performance management structure
Prism · Cooper’s Hawk Strategy · Mid-Year Review FY26