## 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

| Card | What it shows |
|---|---|
| **Conversations** | Total conversations assigned to the agent (open + resolved). |
| **Response time** | Average reply time over the period. |
| **Resolution time** | Average time to resolve. |
| **Adherence** | % of timed breaks finished within their limit (see below). |
| **CSAT** | Satisfaction: positive ratings (4–5) over the total responses. |
| **Messages** | Outgoing messages the agent sent in the period. |
| **Sessions** | Number of login/logout sessions reconstructed from the timeline. |

> 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