Track team performance

The Performance & quality workspace (/performance, under Intelligence in the sidebar) connects recorded service activity, customer feedback, and coaching follow-through. It is designed to explain what needs attention without turning customer care into a leaderboard.

Choose the right view

Workspace Owners, Admins, and Managers receive a Leadership view with:

• Overview — an evidence-backed action brief and the Respond, Resolve, Listen, and Improve quality pillars.
• Quality Story — period comparisons, trends, customer-quality dimensions, feedback, and comment themes.
• Team & Coaching — teammate evidence status, explicit goals, workload context, and durable coaching records.
• Evidence — the exact Cases, messages, follow-ups, and surveys behind supported metrics.

Agents and viewers receive a read-only Personal view containing only their own evidence, quality story, actions, and linked coaching records. They cannot inspect teammate results, edit goals, or manage recovery work.

Start with the action brief

The action brief shows no more than three supported priorities for the selected teammate scope and reporting period. It checks unresolved customer recovery, overdue follow-ups, low customer scores, and slow first responses in that order. Choose an action to open the exact queue or evidence behind it.

When the available records do not support an immediate action, Yesoma says the work is on track or still building a baseline. It does not invent a recommendation.

Read the quality story

Choose 7 days, 30 days, or 90 days. Period metrics are compared with the immediately preceding equal-length period, while open workload remains a point-in-time measure.

The quality story includes:

• Cases closed and recorded Won or Lost outcomes.
• Average first-response time with its sample count.
• Human replies sent and completed or overdue follow-ups.
• Verified customer score and survey response rate.
• Trends and exact evidence links for supported metrics.
• Customer feedback, recovery state, and deterministic comment themes.

Missing evidence stays blank instead of becoming a zero. Comparison badges appear only when the previous period contains enough evidence for a meaningful calculation.

Understand teammate attribution

Each metric follows the record that best represents who performed the work:

• Live workload and Case outcomes use the Case's current assignee.
• New human replies and first-response samples stay with the teammate captured when the message was sent, even if the Case is reassigned later.
• Older reply rows without a sender snapshot, including API-originated logs, fall back to the Case's current assignee.
• Automated, system, failed, and undelivered messages are excluded from human reply and first-response metrics.
• Follow-ups use the teammate assigned to that follow-up.
• Customer-satisfaction evidence uses the handling teammate frozen when the Case closed, so later reassignment or a name change does not rewrite the survey.

First response runs from the first recorded inbound message to the first countable human outbound response at or after it. Cases without both timestamps are excluded.

Coach without ranking

Teammate rows use evidence labels such as Needs recovery, Watch, Strong, Early positive, or Building baseline. These labels explain a recorded condition; they are not ranks or a hidden score.

Leadership can set explicit period goals and create coaching records with success criteria, due dates, linked evidence, progress, check-ins, and next commitments. A coaching progress score measures follow-through on that one action, not the teammate's overall value. Shared notes are visible to the teammate; leadership-private notes remain restricted.

Work with customer feedback

The verified-feedback workspace follows the selected reporting period. Filter by score, handling teammate, or recovery state, then open the linked Case to review the customer context. A completed 0–2 survey enters the customer-recovery queue for leadership to acknowledge, resolve, or dismiss.

See the customer satisfaction surveys article for the five-question survey, delivery rules, fatigue guard, and expiry behavior.