English
Performance
Performance shows each field agent's scorecard for the period and what the workforce model sees behind it: missed rest, work pace and attrition risk by team.
Where it is: Workforce → Performance (AI). A person's own is also on their record (Records → People → Performance). Who sees it: people allowed to read attendance; scorecards list only the agents you're allowed to see. Plan: Workforce planning module.
Scorecards
Filter by period (This month…), name or employee ID, and Territory. Per person:
| Figure | What it measures |
|---|---|
| Territory | Where they work. |
| Tickets resolved | How many they closed in the period. |
| Avg. resolution time | From raised to resolved. |
| Within deadline | Share of resolved tickets closed before their SLA deadline. |
| Attendance | Share of scheduled shifts they attended. |
| On-time arrival | Share of attended shifts that started on time. |
| Hours worked and Overtime | From the attendance register. |
| Unverified shifts | Shifts clocked without verified presence on site. |
People without a rate (for example with no shifts in the period) are listed last.
What the model sees
| Section | What it says |
|---|---|
| Rest and hours | Who hasn't had their mandatory rest between shifts or is heading into overtime. Nobody if everyone rested. |
| Pace against the team | People whose jobs take notably longer than their team's (×1.4 job time), adjusted toward the team's pace when they've done few. |
| Teams | Per team: missed rest and the estimated attrition risk. Attrition is estimated by team only, never per person, and isn't reported for very small teams. |
If the model doesn't answer: Rest, pace and team estimates aren't available right now. That doesn't mean there is nothing to look at.
Scorecards are for conversations with the team and sharing work better; the model's figures are advisory.