Performance data is scattered and stale
"I spend hours every week pulling data from our ticketing system, QA scores from spreadsheets, and CSAT from surveys. By the time I compile it into something useful, the week is over. And when someone asks 'How is Sarah doing?', I can't answer without another hour of work."
Real-time performance visibility
Agent Performance Dashboard connects to your ticketing system, QA tools, and survey data to give you instant visibility into individual and team performance. Just ask how someone is doing, and get the answer in seconds.
The JoySuite Assistant generates the right visualization automatically—leaderboards for rankings, trend lines for improvement tracking, comparison charts for coaching conversations.
From scattered metrics to instant insight
Connect your data sources
Link your ticketing system, QA platform, and survey tools to JoySuite. Data syncs automatically so your dashboard always reflects current performance.
Ask in natural language
"Who are my top performers this week?" or "Show me Sarah's CSAT trend over the last month"—no query language, no pivot tables, no waiting.
Get instant visualizations
The assistant generates the right chart automatically—leaderboards, trend lines, comparison views, or individual scorecards. Whatever best answers your question.
Coach and take action
Click into any agent for full performance history. Export coaching reports. Set alerts for performance dips. Share wins to Slack—all from the same conversation.
Built for support leaders
🏆 Leaderboards
Real-time rankings by any metric—CSAT, resolution time, QA scores, or custom KPIs.
📈 Trend Tracking
See how performance changes over time. Identify improvement or early warning signs.
👤 Individual Scorecards
One-click view of any agent's complete performance picture for coaching conversations.
🔔 Performance Alerts
Automatic notifications when agents fall below thresholds or achieve new milestones.
Connect your performance data
Agent Performance Dashboard works with any system that tracks agent metrics:
Ticketing System
Volume, resolution time, backlog, SLA
QA Platform
Quality scores, rubric breakdowns, coaching notes
Survey Tools
CSAT, NPS, customer comments
JoySuite Data
Training completion, quiz scores, certifications
Adapt to your team structure
Team Comparison
Compare performance across teams, shifts, or locations to identify best practices and improvement opportunities.
Goal Tracking
Set individual and team goals, then track progress in real time with automatic celebration when targets are hit.
Coaching Focus
Identify agents who need coaching, surface specific improvement areas, and track coaching effectiveness over time.
What you'll get
Here's a real interaction with Agent Performance Dashboard:
Your Question
Q: "Who are my top 5 performers this week?"
Dashboard Response
A: Here are your top 5 agents this week by composite score:
🎉 Marcus improved 12 points since last month!
📧 Send congratulations · 📊 See full leaderboard · 📈 Compare to last week
Who This Is For
Support Team Leaders
Managers who need real-time visibility into team performance without spending hours pulling reports from multiple systems.
Customer Service Directors
Executives who need high-level KPI dashboards for leadership meetings and strategic planning.
QA Managers
Quality assurance professionals who want to track coaching effectiveness and identify agents needing development.
Operations Analysts
Data-driven professionals who want to query performance data without writing SQL or building complex reports.
Frequently Asked Questions
What metrics can I track with an agent performance dashboard?
JoySuite's Agent Performance Dashboard tracks all key support metrics including CSAT scores, QA ratings, ticket volume, resolution time, first response time, SLA compliance, and custom KPIs you define. All metrics update in real-time as data syncs from your connected systems.
How do I measure support agent productivity?
The dashboard measures productivity through multiple dimensions: tickets handled, resolution time, quality scores, and customer satisfaction. You can view individual agent scorecards or compare team performance across any time period with natural language queries.
Can I create custom reports for agent performance reviews?
Yes, you can generate detailed performance reports for any agent or team by asking questions in plain English. Export to PDF or Excel for performance reviews, or share insights directly to Slack for real-time recognition.
How does AI help with agent performance tracking?
JoySuite uses AI to automatically generate the right visualizations for your questions, identify performance trends, flag agents who may need coaching, and surface insights you might miss in spreadsheets. No SQL or data analysis skills required.
What systems does the agent performance dashboard integrate with?
The dashboard connects to popular ticketing systems like Zendesk and Freshdesk, QA platforms, survey tools for CSAT and NPS data, and JoySuite's own training completion data. Data syncs automatically so metrics are always current.