This is a Weekly Report: Due to the large number of uploads and calculations, a margin of error of 1–2% is expected from this dashboard.
Week-over-Week Summary
| Metric | Target | Target Status | Last Week | Regular | Regular Week Compare | Live Chat | Total |
|---|
Team Status
overall read on this week
Weekly Coaching Report
An auto-generated read on the week — wins, gaps to catch up on, and trends vs last week. Use it as a baseline for agent coaching.
Agents & Schedules
Your team roster drives the TPH calculation: each agent's ticketing time is clipped to their scheduled shift (their "Valid Duration"), so TPH matches your weekly sheet. Add, edit, or remove agents here — changes save automatically and re-calculate Productivity.
| Agent Name | Skill / Expertise | Working Days | Shift (start – end) | Work Hours (net) | Timezone |
|---|
Key Metrics & Production Reminders
PPH Formula Calculation
PPH = Total PointsHubstaff Ticketing Hours
Value of Effort
Your Total Points are directly tied to ticket complexity and the technical effort required to resolve them.
Active Shift Output
TPH, PPH, and Solved Tickets only track the output generated while you are actively clocked in on your shift.
Hubstaff Protocol
Please take note of the following points.
Late shifts
Agents must begin tracking time within 10 minutes of their scheduled shift, or they will be marked as late, and their manager will be notified.
Abandoned shifts
If an agent does not meet the minimum hour requirement for their scheduled shift, it will be marked as abandoned, and their manager will be notified.
Missed shifts
If an agent does not track any time during their scheduled shift, it will be marked as missed, and their manager will be notified.
Hubstaff Hours
Should be 9 hours — the overall total including your breaks, ticketing, and training/meeting taggings.
Week-over-Week — How It's Calculated
Explain the purpose of each column and the mathematical formulas used to calculate their values.
Last Week
Your manually typed figures from the previous week, saved in your browser. These are the only values kept on reset — every other column clears so you always start a new week clean without losing your baseline.
Regular
This week's own performance, computed live from the loaded Productivity, Quality and CSAT exports. Ticket Solved is the on-shift solved count; IQS is the team average; Official CSAT is the Non-Fraud pooled rate (good ÷ total across non-fraud tickets, matching the weekly sheet). Updates the moment you drop files.
Regular Week Compare
The up / down arrow showing direction of change from Last Week → Regular (Live Chat and Total are not part of this comparison). Higher is treated as better on every row.
Live Chat
Pulled straight from the Live Chat section for your team: Ticket Solved = Team Solved, Official CSAT = Avg CSAT (mean of the agents' chat CSAT). Rows with no chat equivalent — Hubstaff, IQS, TPH, PPH — show a dash.
Total
Combines the two channels per row:
Tickets Total = Regular + Live Chat (counts add together)
CSAT Total = (Regular + Live Chat) ÷ 2 (simple average, marked “avg”)
Ticket counts genuinely add up. CSAT is a simple average of the two channel rates — both weighted equally regardless of how many ratings each had. Every other row: Total = Regular.
Notes & rules
• CSAT runs on a 0–1.00 scale; the pass target is 0.85.
• Team Status shows the Regular / Live Chat / Combined CSAT side by side so the average is verifiable, and judges Ticket Volume & CSAT against the Total.
• The combined CSAT average treats both channels equally, so it leans toward the smaller channel more than a volume-weighted figure would. A true pooled rate would need the Live Chat good/bad counts.
• Figures depend on the data loaded; a 1–2% margin vs the live sheet is expected when exports are pulled at different times.
Targets — drive Required & colour-coding
tickets / hr · floor 3.0
points / hr
Top 5 Solvers
Ranked by on-shift solved tickets (from Zendesk solved-tickets) · target 123 per agent
Rate Per Agent
≥ target90–100%below 90%target
Tickets per hour (TPH)target 3.5
Points per hour (PPH)target 5.0
Tickets Solved (on-shift)target 123
Per-Agent Breakdown
Per agent, this week · Tickets = total solved (on-shift + OT) · TPH & Excess/Deficit use on-shift tickets (weekly-sheet method) · Required = valid hours × TPH target · click a column to sort
▶Diagnostic · Productivity (per-agent TPH/PPH detail)
Drop your Productivity exports to populate this diagnostic.
Target — pass/fail threshold & colour-coding
% · pass at or above
▲ Top 5 — Highest IQS
target 95%
▼ Bottom 5 — Lowest IQS
target 95%
Scores by category
Team average per audit category
Per-Agent IQS
IQS = internal quality score from audits · target sets pass/fail · load a new week from the Data section
Audit Outcomes & Status
Pass / Fail / Auto Fail counts per agent · Status vs the IQS target
| Agent | Pass | Fail | Auto Fail | Status |
|---|
▶Diagnostic · Quality / IQS (per-agent scores detail)
Drop your QA exports to populate this diagnostic.
Target — pass/fail threshold & colour-coding
0–1.00 · pass at or above
▲ Top 5 — Highest CSAT
target 85%
CSAT Per Agent
CSAT = satisfied share per agent on a 0–1.00 scale · Count = surveys received · target sets pass/fail · click a column to sort
CSAT Monitoring
CSAT split by work type per agent · Fraud WT = Trust & Safety · Combined = all tickets · “—” means no tickets of that type
▶Diagnostic · CSAT (per-agent satisfaction detail)
Drop your CSAT export to populate this diagnostic.
Tickets Solved — Daily
CSAT — Daily
Requester Wait — Daily
Median requester wait per day (min). Lower is better.
Team Good V Bad | CSAT
Good-vs-bad share and the team's average CSAT — your 11 agents only.
Good vs Bad
Average CSAT
Per-Agent Performance Live Chat
Full-period aggregate per agent · CSAT vs 0.85 target · times in min + sec · click a column to sort
Agent Status & Priority — Live Chat
Coach if CSAT < 0.70 or wait > 5m · Monitor if CSAT < 0.85 or wait > 5m · otherwise On Track — sorted by priority
| Agent | Status | Why | Priority |
|---|
CSAT by Agent
teal ≥ 0.85, amber 0.70–0.85, coral < 0.70
Tickets Solved by Agent
Full-period solved volume per agent
Reply-Time Spread
Team-wide, % of chats
Top & Bottom by Volume
Highest and lowest tickets solved
Coaching Watchlist
CSAT below 0.85 or wait above 5 min
▶Diagnostic · Live Chat (per-agent detail)
Drop your Live Chat export to populate this diagnostic.