Per-agent performance & adherence (Team Management)

Overview

The per-agent performance page in the Conversa Labs Team Management module brings everything you need to assess an agent into a single screen: a live header (avatar, role, teams, inboxes and the current status with a ticking clock), a period filter, the productivity cards (Conversations, Response time, Resolution time, Adherence, CSAT, Messages, Sessions), the status timeline (adherence, total changes, average time per status and most frequent status) and the full change history with duration, expected limit and result (OK / Over / Ongoing).

The numbers come from the platform's native reporting (response/resolution-time rollups, CSAT, messages) combined with the agent's own append-only status timeline. Adherence is derived from the timed breaks finished within their limit — explained in detail below.

Prerequisites

• The Team Management module must be enabled for the account. If you can't find Team Management, ask an administrator to turn it on.
• The detail page is available to administrators (and custom roles granted the Team Management permissions).
• For the timeline, history and adherence to show content, the agent must have recorded status changes in the selected period.

Step by step

Open an agent's page

1. Open Team Management from the sidebar.
2. In the table, click Details on the agent's row.
3. Use the Back button or the breadcrumb (Team Management › agent name) to return to the board. Opening another agent reloads the data automatically.

Read the header

The header shows the avatar and name, the role, the teams and inboxes counts, and a current status chip with a colored dot and the elapsed time, which ticks live in the browser.

Choose a period

Use the period filter (Today / This week / This month / This year / Custom). The default is This month. Every card, the timeline and the history are recomputed for the chosen window.

Read the cards

The page also shows the Teams and Inboxes counts alongside the other cards.

Read the status timeline

Below the cards, four tiles summarize the period: Adherence (the same % as the card), Total changes (how many status switches), Average per status and Most frequent status. A bar per status then shows the total time and the number of times in each status, with the width proportional to the longest-running status.

Read the change history

The table lists the most recent changes (up to 100) with the columns Status, Started, Duration, Expected (the configured limit, or — if none) and Result:

• OK — the timed break ended within its limit.
• Over — the timed break exceeded its limit.
• Ongoing — it is the current status, still open.
• — — not evaluated (e.g. a status with no time limit).

Settings & options

How adherence is computed

Adherence counts only timed breaks that are flagged "counts against adherence" in the Status catalog and that have already ended (so the within/over-limit verdict exists). The formula is:

Adherence % = timed breaks finished within their limit ÷ all evaluated counting timed breaks × 100.

Key consequences:

• The current status (still open) and open breaks (no limit) are not counted — they appear as Ongoing or — in the history.
• Availability statuses (Online/Busy/Offline) do not affect adherence.
• The time limits and the "counts against adherence" flag come from the Status catalog (see the Status & breaks article). Keeping them consistent is what makes the % meaningful.
• The account's adherence target is set under General in the Team Management settings.
• Each window's figures are computed on the server; if the detailed calculation fails, the page falls back to the persisted daily adherence rollup, so the detail never breaks.

Other readings

• Sessions are derived from the logged-in (Online/Busy) ↔ logged-out (Offline) transitions — there is no separate login log.
• CSAT treats ratings 4–5 as positive and 1–2 as negative; the score is positives over the total.

Use cases

• Coach an agent using their adherence and the breaks that ran over the limit.
• Reconstruct a day: time per status, status changes and login/logout sessions.
• Compare response time, resolution time and CSAT for the same agent across periods.
• Spot the most frequent status to right-size the catalog.

Tips, limits and best practices

• The current-status clock ticks live in the browser; the period totals are recomputed on the server each time you change the window.
• The history shows the most recent 100 changes for the chosen window.
• Open breaks (no limit) and the in-progress status show — / Ongoing and do not count toward adherence.
• Adherence reflects only the timed breaks flagged "counts against adherence" — review those flags in the catalog so the % is meaningful.

Troubleshooting

• The cards show zeros — there was no activity in the period, or the agent produced no reporting events in the window; widen the period.
• Adherence looks like 0% or 100% for no reason — check in the Status catalog which statuses have a time limit and the "counts against adherence" flag; open breaks don't count.
• The timeline / history are empty — the agent had no recorded status changes in the period.
• I opened another agent and see old data — the page reloads when you navigate between agents; refresh the screen if needed.

See also

• Monitoring board (Team Management)
• Status & breaks (Team Management)
• Agent enrollment (Team Management)
• Schedules (Team Management)
• Queues (Team Management)
• Team Management overview