SR, WO & Pending Trend
Daily volume across the selected range
Calls Trend
Answered vs Abandoned vs Failed
Hourly Call Distribution
Avg calls answered per hour
Call Analytics
Talk, ring, AHT and outcomes for the selected range
Call Disposition
AHT Performance
SR & WO Analytics
Conversion speed and backlog for the selected range
SR → WO Time Distribution
Longest-Pending SR Without a WO
Agent Performance Score
Team-average breakdown for the selected range
Score History
Team-average score, day by day
Top Performing Agents
Ranked by overall performance score
Select Agent
Answered / Abandoned / Failed
Daily call outcome trend
Hourly Distribution
Top 10 Agents — Calls Answered
Top 10 Agents — Best AHT
Lowest average handling time (min 5 calls)
SR → WO Time Distribution
How long it takes agents to convert SR into WO
Fastest SR → WO Conversion
Top 10 agents by avg conversion time (min 5 SR)
Agents with Most SR Without WO
SR created but no Work Order raised yet, in selected range
Volume by Day of Week
SR / WO / Calls averaged across weekdays
Manager / Team Comparison
Avg performance score by manager
Performance Score Trend
Team-average score over the selected range
Agent Leaderboard
Click a column to sort · click a row to open scorecard
How the Performance Score is calculated
Every agent's overall score out of 100 is a weighted blend of four pillars, computed fresh for
whatever date range and filters are currently selected. Productivity (30%) compares an
agent's total output — SR created + WO created + calls answered — against the team
average for the same period. Quality (20%) penalizes SR left without a Work Order and
failed calls. Timeliness (20%) rewards a fast average SR → WO conversion time against
a 4-hour target. Efficiency (30%) blends AHT against a 6-minute target with talk+wrap-up
occupancy of logged-in session time.
Overall Score = (Productivity × 0.30) + (Quality × 0.20) + (Timeliness × 0.20) + (Efficiency × 0.30)
Productivity = min(100, (SR+WO+Calls) ÷ Team Avg × 100)
Quality = 100 − (SR-without-WO rate + Failed rate) × 150, floored at 0
Timeliness = 100 if Avg SR→WO Time ≤ 240 min, else scaled down proportionally
Efficiency = average of (AHT score vs 360s target) and (Occupancy vs 20% target), each capped at 100
Productivity = min(100, (SR+WO+Calls) ÷ Team Avg × 100)
Quality = 100 − (SR-without-WO rate + Failed rate) × 150, floored at 0
Timeliness = 100 if Avg SR→WO Time ≤ 240 min, else scaled down proportionally
Efficiency = average of (AHT score vs 360s target) and (Occupancy vs 20% target), each capped at 100
Targets are configurable inside the dashboard script (
TARGETS object) and should be
revisited with the client periodically as SLAs evolve. Note: the occupancy target is set to 20%,
not the industry-standard 80–85% used at pure voice-only contact centers — because
this team's agents split their time across SR/WO case work and calls, so a much smaller share of
logged-in time is spent actively on calls. Adjust this once the client defines a formal target.