See your performance
Enter your Emp Code to see your scores, your rank in your team and your trend.
Pulse
Where you stand in your team
Team leaderboard
Click a column heading to rank the team by that KPI.
Your trend
Green is on target, amber is close, red is off target. Arrows compare each row with the one below it.
Trend
Click any point to jump to that period.
Headcount and attrition
From the active HC and employee details files
Scorecard
Cell colour shows the result against target: green on target, amber within 10%, red off target. The small figure under each value is the change against the previous period. Click a row to filter the whole dashboard to it.
Day vs night
Day is 09:00 to 21:00, night is 21:00 to 09:00, based on the chat's assigned time.
Day-wise comparison
Every KPI across recent periods, with the change from the previous period on the right.
Batch trend
Issue type mix
Node drill-down by delay bucket
Delay-bucket mix of this node over recent periods.
Click a bucket row to filter the whole dashboard to this node and bucket.
Interval view
Hour by day
How each number is calculated
Same logic as the Performance Summary workbook's Dashboard and TL Wise sheets.
Total chatsCount of chat rows in the raw data.
AHTAverage of the aht column, in minutes.
FRTAverage of the frt column, in seconds.
RPSC(refund_amount + zoc_refund_amount) ÷ total chats. Self and ZOC parts are shown separately in the comparison table.
DSAT %Chats rated "dsat", 1 or 2 ÷ total chats. CSAT % counts "csat", 4 or 5.
Reopen %Sum of reopen_flag ÷ total chats.
Cx calling %Sum of cx_call_attempted_flag ÷ total chats. Cx connect uses cx_call_flag.
DP calling %Sum of fe_call_attempted_flag ÷ total chats. DP connect uses fe_call_flag.
Agent mappingagent_email is matched to the official email in the active HC file to get the Emp Code, team leader, batch and LOB. Agents not in the HC file use the employee details sheet and are tagged.
Attrition %Exited agents ÷ (active agents + exited agents). Period attrition divides exits in the period by headcount at its start.
WeeksMonday to Sunday, numbered as in the workbook (ISO weeks).
IntervalHour of assigned_at. Only chats that carry a timestamp appear in the interval view.
Day and nightDay is 09:00 to 20:59 and night is 21:00 to 08:59, by the hour of assigned_at.
Delay bucketorder_delay_buckets from the raw data; where it is blank, it is worked out from order_delay_mins.