Team performance · support operations
Turn performance into progress.
Follow workload, response and resolution, SLA, CSAT, reopen rates and conversation quality from one live workspace. Move from a team signal to the evidence, coach with context, recognize excellent work and govern every reward.
Real-time workload7 · 30 · 90 day viewsChat + ticketsPermission-scoped
4.8team CSAT
Admin of the MonthMaya ColeCSAT 4.9 · SLA 98%
MCMaya Cole32 resolved · 4m response4.9 CSAT94
JLJess Lee28 resolved · 6m response4.8 CSAT90
AOAmara Okon24 resolved · 8m response4.7 CSAT87
Workload balancedEvidence synced now
SLA protected98%
Reward ready$120
The operating workspace
This is more than a leaderboard.
This is more than a leaderboard.
It is how a fair service team is led.
Move between the live command centre, the evidence model, an individual teammate record and team coverage without losing the context behind the numbers.
OpsIQTeam PerformanceCommand centre live
01 Live operationsRight now
Response and resolution distributionMedian, P90 and P95 expose the slow customer tail.
Service healthFirst response P504m
First response P9019m
First response P9531m
Resolution P503h
Management action centreThreshold signals, not AI speculation.
3 actions!
Unassigned demand6 open conversations need an owner.
Open queue△
Response tail risingP90 moved beyond the configured target.
Reviewi
Evidence is still maturingTwo teammates have a low-confidence sample.
InspectExcellent3
Strong11
Developing6
Needs attention2
Higher ratingFaster response
MCJLAOSK
Maya Cole onlineCustomer success · human teammate
- Handled
- 42
- CSAT
- 4.9
- First P50
- 4m
- Open
- 5
98% SLA met2.1% reopened32 ticket replies9 active days42.6h online
A ranking is never the verdict. Evidence confidence, source context and fair management review stay visible beside the index.
Team coverageDay of week × hour
346h online · 28 days00030609121518
Mon
Tue
Wed
Thu
Fri
Sat
Sun
The values shown are representative product data. Your workspace uses its own teams, targets, permissions and activity.
Behaviour over time
A snapshot tells you what happened. A trend tells you what to do next.
Switch between chats, ticket replies, deals won, CRM activity, average rating and online hours. See team totals, peak days, daily averages and the individual signals underneath them.
- One timeline, different workCompare channels without pretending a ticket reply and a live chat require the same effort.
- Coverage beside outcomesConnect busy hours and staffing gaps to response time, SLA and customer ratings.
- Individual trends stay inspectableOpen a teammate’s activity and review history from the same workspace.
ChatsTicket repliesDeals wonCRM activityAvg ratingOnline hours
302010
Evidence-backed coaching
Coach the work.
Coach the work.
Never judge a person from one number.
A coaching session is a record, not a chat log: talking points agreed up front, real chats, tickets and QA evaluations pinned to it as evidence, action items with owners and due dates, and a private manager note the teammate cannot see. Sessions are scheduled, worked and completed, and the evidence pinned to them stays linked to the source records.
Conversation evidenceTicket #TK-2147 · Billing · 14:22
Source linkedMy payment went through, but my workspace is still not active.
Thanks for confirming. I found the paid invoice and the pending provisioning step. I have escalated that step and will update you here by 16:00.
Pinned as evidence TicketSession In progressAction item Due FridayPrivate note Manager only
Who is carrying the team, who needs support.
01
Protect the technical queueResponse P90 is rising while two teammates approach capacity.
02
Review the low-confidence rankingsWait for a larger sample before using rank in a management decision.
03
Recognize consistent qualityMaya’s positive outcomes remain strong across chat and tickets.
AI teammateChat AI Reference · not ranked
4.92/5214 rated chats
Measured for service quality, separated from human recognition and rewards.
Department-level service quality
See where the experience changes. Before it reaches a review.
Department rollups keep each team’s workload and customer feedback visible without erasing the individual records underneath.
Customer ratings by departmentRated replies and handled conversations
Technical Support196 replies
Customer Success142 replies
Billing101 replies
Sales53 replies
Recognition & governed rewards
Turn excellent work into recognition.
Turn excellent work into recognition.
Keep eligibility and payout under control.
The reward program is optional. Owners configure what earns tokens, what those tokens are worth and when a teammate may claim, while AI teammates remain outside the human award pool.
Reward tokensTurn activity into payable tokens
Enable reward programActivity is recorded daily as non-financial units. Balances move only when a funded period is authorised and finalised.
2,000=$2.00
Set the cash conversion rate50,000
Eligible at $50.00Tokens earned per activityShape the behaviour your reward program values.
Built to be defensible
A measurement people can argue with.
A measurement people can argue with.
And win.
Anyone can rank a team. The hard part is a ranking that holds up when the person at the bottom asks why — and that does not quietly reward whoever games it fastest.
Unscored, never zero
A teammate without enough handled work is shown as Unscored — not a score of nothing, and not last place. A quiet week is not a bad week, and the evidence thresholds are yours to set.
Quality assurance with honest statistics
Score real conversations against a published scorecard. Reviewer agreement is reported chance-corrected, because two reviewers who pass everything agree perfectly while telling you nothing. Nobody reviews themselves.
AI grading that has to earn its place
Let a model help with quality review, and its scores still cannot touch anyone’s pay until you publish a calibration showing it agrees closely enough with your human reviewers. An open gate means the model agrees with people — never that the model is right.
Recognition that is not a race
Most improved measures someone against their own earlier record. Streaks run against a fixed declared bar, so everyone can hold one at once and a colleague’s exceptional month cannot break yours. The competitive ranking is opt-in and off by default.
Quests the team can all clear
Set a target with a fixed bar — one-off, repeatable or seasonal, for a person or the whole team. Any volume target carries a quality guard: hit the number while quality falls and the quest is withheld, not completed.
Capacity, stated as reporting
Occupancy, productive time and solved-per-hour. Utilisation is deliberately not reported — it needs scheduled hours to divide by and OpsIQ has no roster. It tells you how the time was spent, never how well — and it never funds, gates or sizes a payment. Where the evidence is missing it says so.
Money moves slowly, on purpose
A funded ceiling is authorised, the allocation is previewed, and only then finalised — every step by a full administrator, with the evidence recorded. An open evidence dispute stops the period until it is resolved.
The owner sits it out
Whoever sets the targets and authorises the budget cannot also collect from it. The account owner is measured, scored and ranked exactly like everyone else — they are excluded from awards and token rewards, and nothing else.
One operating record
Every score keeps its source, its scope and its human context.
Tickets, chats, CRM activity and customer feedback create the evidence. Team Performance turns that evidence into an inspectable management view, not an unexplained black-box rank.
Permission-scopedWorkspace-specific targetsDeterministic action signalsHuman rewards only
Team Performance FAQ
Measure fairly. Coach usefully.
Clear answers about scope, evidence, rewards and access.
Workload, response and resolution, SLA compliance, CSAT, reopen rates, channel mix and activity trends for teams and individual operators.
Yes. Authorized leaders can move from a rollup into the chats, ticket replies and customer feedback that contributed to the result.
Eligible human teammates can be recognized from the governed team record. Authorized owners can review reward balances and use the payout action.
No. AI teammates remain visible for service analysis, but are explicitly excluded from human recognition and reward rankings.
Anyone you grant the view permission to — a team lead does not have to be a full administrator. Managing targets and QA, seeing colleague-identifying records, and opening the Rewards tab are three further permissions, and money mutations stay with full administrators. Access stays scoped to the active workspace.
Analytics gives a wider cross-team operating overview. Team Performance is for team and operator investigation, coaching evidence, recognition and reward workflows.