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The Performance page gives you a data-driven view of how your human support specialists are handling escalated conversations. Use it to compare agent workloads, spot trends over time, and drill into individual conversations—all without leaving the page.
Performance is a Beta feature. Figures and layout may evolve as the feature matures.

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Page layout

The page is divided into two main chart areas arranged side by side:

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Date range filters

Above the charts on the right side you will find:
  • Date range picker — choose a custom start and end date.
  • Date pills — quick presets (1 day, 7 days, 10 days, 15 days, 30 days).
Changing the date range refreshes both charts and any associated KPIs.

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Throughput of conversations

This stacked bar chart shows how many conversations were handled per day (or per time bucket), broken down by specialist.

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Specialist filter

Use the All Specialists dropdown above the chart to:
  • All — show a stacked bar for every specialist, each segment colored differently.
  • A specific specialist — show only that specialist’s daily volume as a single-color bar.

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Interactive legend

When viewing all specialists, a clickable legend appears below the chart:
  • Click a specialist name to highlight their segments across all bars. Every other specialist’s segments are dimmed.
  • Click again to return to the default (all segments fully visible).
Hovering over a bar displays a tooltip with the per-specialist breakdown for that day.

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Conversations by agent

This horizontal bar chart ranks specialists from most to fewest conversations handled.
  • Each bar shows the specialist’s name on the Y-axis and a count label to the right of the bar.
  • Hover over a bar to highlight it and dim the others.
  • Click a bar to open the member conversation panel (see below) for that specialist.
Use the “Conversations by agent” chart to quickly identify workload imbalances between specialists.

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Member conversation panel

When you click a specialist—either in the “Conversations by agent” chart or elsewhere—a slide-out panel opens on the right showing all escalated conversations assigned to that person in the selected period. Each conversation card displays:

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Opening a conversation

Click any conversation card to open a conversation drawer directly on the Performance page. This shows the full conversation transcript and details—the same viewer used on the Conversations board—without navigating away.

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Going to the board

At the top of the panel you’ll find a “Go to board” button that takes you to the Conversations board filtered to that specialist’s conversations.

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Common use cases

  • Compare specialist workloads — use the “Conversations by agent” chart to see who is handling the most escalations and whether the load is balanced.
  • Spot daily trends — the throughput chart reveals busy days and quiet periods, helping you plan staffing.
  • Review individual performance — click into a specialist’s panel, then open specific conversations to read transcripts and evaluate quality.
  • Track first-response times — the “First human reply” field on each conversation card tells you how quickly a specialist engaged after escalation.