Track team performance
Per-member KPIs — cases handled and closed, win rate, response time, follow-ups, and CSAT — over 7/30/90-day windows. Managers see the team; agents see only themselves.
The Team Performance dashboard (/performance, under Intelligence in the sidebar) shows how each team member is doing. Where Insights answers "what patterns are forming across the business", Performance answers "how is each person doing".
What the dashboard shows
For the whole team and for each member, over your chosen time window:
- Cases closed, and won / lost with a win rate.
- Open cases currently assigned (their workload right now).
- Average first-response time (first inbound message to first reply).
- Replies sent and follow-ups completed.
- CSAT (average satisfaction rating and how many ratings came in).
The team view ranks members on a leaderboard, with the top performer highlighted.
Choosing a time window
Use the picker in the header to switch between the last 7, 30, or 90 days. Every number on the page updates to that window. (Open cases is point-in-time, since it reflects current workload.)
Who can see what
- Owners, admins, and managers see the whole team.
- Agents and viewers see only their own numbers ("My performance").
This is enforced on the server, so an agent cannot see teammates' figures.
How metrics are credited
Cases, replies, and response time are credited to the team member a case is assigned to. Assigning cases is what powers the per-person numbers, so make sure cases have an owner.
Recent feedback
When customer satisfaction surveys are in use, a Recent feedback section lists individual ratings with the customer's comment and which member it is credited to. See the customer satisfaction surveys article for how ratings are collected.
More in Team
- Team5 min
Invite team members
Send a teammate an invite, pick the right role, and bring the people who help you run the business into the workspace.
Read guide - Team6 min
Two-factor authentication and account security
Enroll an authenticator app, reset a forgotten password, recover from a lost phone, and require 2FA for your whole team.
Read guide - Team4 min
Staff access + impersonation
Yesoma support can open your workspace to help debug — but only when you allow it. The Settings → Staff access toggle, the read vs write distinction, the audit log of every visit, and what staff CAN'T do even when granted access.
Read guide - Team5 min
Brand your emails (logo, color, signature)
Upload a logo, set your brand color and from-address, and add an HTML or plain-text personal signature that auto-applies to every reply.
Read guide - Team4 min
Train your team with Yesoma Academy
In-product courses and certificates for customer service and business security — how courses and assessments work, and how certificates verify.
Read guide - Team4 min
Team roles and permissions
The five workspace roles (Owner, Admin, Manager, Agent, Viewer) and exactly what each can see and do, plus how to set and change them.
Read guide - Team4 min
Review replies before they send
Have a manager approve an agent's reply in the situations you choose (complaints, refunds, low-confidence AI, missing Brain info) without slowing the rest of the inbox.
Read guide
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