View performance by agent

Step by step

1. 1

   Open Team > Performance.

2. 2

   Click the period button, identified by the calendar icon and current range, to open Select period.

3. 3

   Choose Today, Yesterday, This week, Last 7 days, Last 14 days, Last 30 days, This month or Last month. The selector also offers All time and Custom; read the All time limitation in the notes. Selecting a preset does not confirm the filter yet.

4. 4

   To choose specific dates, select Custom. Use the Previous month and Next month arrows to reach the month you need. The desktop view shows two months; narrow screens show one.

5. 5

   Click the start day and then the end day in either visible month. Selecting them in reverse order automatically sorts the range. Clicking again after completing a range starts a new selection.

6. 6

   To review a single day, click that day and use Apply without choosing a second date. Check the footer: dates use day/month/year, including in the English interface.

7. 7

   To confirm the preset or selected dates, click Apply. The window closes and the query reloads. In Custom, Apply stays disabled until you choose a start day.

8. 8

   To discard your changes, use Cancel or close the window before applying; the previous period remains selected.

9. 9

   Read each agent’s new, unanswered and resolved conversation counts and sent messages.

10. 10

    Check won deals, value, first-reply time and resolution time. Use the screen legend to distinguish the median from P90.

What you need to know

• Dates use Brasília time and include the final day. The maximum period is 400 days.
• Members with restricted number scope only receive rows for people entirely within that scope; the aggregated unassigned row is omitted.
• Time metrics use the business hours indicated on screen.
• The initial period is Last 30 days. Last 7, 14 and 30 days end yesterday; This week starts on Monday and includes today.
• All time requests January 1, 2000 through today and exceeds the 400-day maximum. Currently, this query is rejected and the card may appear empty. Use valid custom ranges to review history in sections.
• Choosing a preset requires Apply. Canceling or closing before applying preserves the previous filter. Calendar dates are local to your device and display as day/month/year, including in English.