Management Guide

This guide is for people in the MANAGEMENT role — supervisors who review team performance and need to understand the scoring without necessarily editing tickets.

What you see: Performance (the organisation's overview — called Dashboard in the menu until 2026-10-24) for the departments you manage plus every department in a division you head — nothing else until an admin sets those up. MANAGEMENT has no My KPI — tickets are not assigned to MANAGEMENT; you get My Requests (its New Request button files a new one) and, when you manage or head, My Team.

Everyone uses the same Performance page, each seeing only their own part of it:

• Admins see the whole organisation.
• MANAGEMENT, and staff who manage a department or head a division, see the departments they manage or head (sub-departments included), with every tab.
• Agents see their own department's people: the Overview's Employee Performance with their KPI Details, and the Trends. They never see countries, divisions, other departments, the Monthly Report, Recent Tickets or the export.

A person's link from My Team or the search opens Performance on that person.

What you'll do here

• Read the Performance dashboard and monthly reports
• Drill into a country / department / KPI to see contributing tickets
• View the live Organization Chart of divisions, departments, heads and agents
• Understand how scores are calculated

Organization & roles

The system is organised division → department → agents, with one or more managers per department, and one or more Division Heads per division. A Division Head manages every department in their division — the same powers as a department manager (assign tickets, approve extensions, view performance), division-wide. Each department also carries a country attribute, so reports can group departments by division or by country:

Capabilities are independent "hats" — one person can be a Submitter, an Agent, and a Manager at once. Primary and backup managers have the same powers:

Where to start

After signing in, you land on /performance. Two tabs at the top:

• Dashboard — current-month snapshot per country, plus 6-month trend charts.
• Monthly Report — a single month's KPI rows with country / department filters and drill-down.

Both pages read pre-aggregated tables that the system refreshes when you open them — recomputed only if tickets actually changed since the last view (otherwise the page loads instantly). There's nothing to refresh manually.

Alongside Performance in the top bar is Org Chart — a live picture of the whole organization. See Organization Chart below.

The Dashboard

Performance → Overview describes one report month. The view tabs (Overview, Trends, Monthly Report, Recent Tickets, Project List) sit under the title. At the top right:

• Report Month — pick another month.
• Scope — Country or Division: what the first drilldown section is grouped by.
• Export report — downloads the month as an Excel file: the countries, divisions, departments, employees and KPI risks, one sheet each, limited to what you may see.

Scores are coloured the same way everywhere: green = 95% and up, amber = 80–95%, red = below 80%. A country's score is the average of its departments, a department's the average of its people, and a person's the average of their KPI groups. That way a single bad team doesn't drown out a good country.

The cards:

• Report Month — the month shown.
• Total Tickets — with the change against last month.
• Overall Score — with the change in percentage points.
• Best Country (or Best Division).

1. Country Performance (or Division) — two panels side by side:

• Score by Country — a donut and a table.
• Department Performance — the departments of the country you pick, with the same donut and table.
• A slice's size follows its score, not its tickets, and each department keeps its colour from month to month. Click a row or a slice to pick it.
• Back to all countries — lists every country's departments together.

2. Employee Performance:

• Score by Employee — the people of the department you picked, in one card with KPI Details under them. The person you picked has View details, which takes you down to their tickets.
• KPI Details — the tickets of the person you picked: date, KPI type, title (with its Metrics — a roster, a scorecard, a project's months), status and score.
• A KPI scored without a ticket is listed too, so the details always add up to the score: the department's uptime (open N systems for each system's downtime) and a project that was expected and not filed (0%).
• Back to department — shows the whole department's tickets, each under its owner's name.

Larger view (the button at a panel's top right) opens the panel in a popup:

• The chart panels:
  • Views: Donut or Bar, beside the table.
  • Expandable rows: open a row to see the level below — a country's departments, a department's people, a person's KPI groups.
  • Footer: what you're looking at and when its tickets last changed.
  • Open full page: the Monthly Report for that country or department.
  • View selected detail: closes the popup on the next section, with the row you picked.
• KPI Details: opens with no scroll limit.
• Picking: a row you pick in a popup is picked on the page too.

Below the drilldown:

• Country Summary and By Division — each KPI group's score and the overall.
• Top KPI Risks — the KPIs below their target this month:
  • Critical — under 80%.
  • Watch — under target. The target is 99.5% for uptime and 100% for everything else.
  • Each row shows the score, the target and the tickets behind it.
  • The first five show; View all lists every one.
  • Click a KPI to open its Monthly Report drilldown.

Performance remembers your choices — the tab, the Report Month and the filters — in this browser, so coming back later opens the same view (until you sign out). While you're looking at an older month, the Report Month card shows Reset to the latest month (e.g. Reset to October 2026): it goes back to the latest month and forgets the old one, so the next visit opens on the latest month too. The Monthly Report's Reset clears its remembered month, country, department and division the same way.

If you manage a department (My Team)

Department managers are designated per department (independent of the MANAGEMENT role — an agent can also be a manager, and a MANAGEMENT account has these powers only in the departments it manages or heads). Each department has one primary manager plus any number of backup managers, and both have the same powers — assignment, reassignment, extension approval, and My Team all work identically for a primary or a backup. A manager of a sub-department (ACR, under ALLU Indonesia) is called its Supervisor — on their profile card and on My Team — to tell them from the parent department's Manager; it is a title only, and their powers in the sub-department are a manager's. If you manage one or more departments (or head a division) you get My Team in the top nav (/team), with two tabs:

• Members (/team) — everyone in the departments you manage or head, managers first, with each person's KPI tickets for a month (open, in progress, done) and their score for it — the same score they see on their own My KPI. Each gets a status: Excellent (95% and up), On track (80% to 95%), At risk (below 80%) or No score. Pick the month (this month so far, or any of the last twelve), narrow to Managers (Managers & supervisors when your team has one) or Members, search by name, or filter by department and status. Someone who has left still shows for the months they worked. Click a name to open their member page (their score history); the ⋮ menu also opens their KPI tickets and their performance.
• Queue (/team/queue):
  • Pending tickets — unassigned intake tickets in your departments. Pick a teammate from the same department and Assign; they're emailed and the ticket goes On Progress.
  • Assigned tickets — open tickets already assigned in your departments. If one went to the wrong person, choose another teammate in the same department and Reassign. The new owner's response/resolution clock restarts, they're emailed, and a note is added to the ticket thread. (Closed/rejected tickets can't be reassigned.)
• Extension requests (/manager/extensions) — approve or decline agents' deadline-extension requests; approving emails the requestor the new due date.

The Monthly Report

• Month picker in the top right — pick a month, page reloads with that month's data.
• Country / Department filters narrow the table.
• KPI rows show: KPI name, KPI type, total tickets, scores per category, weighted score, pass/fail status.
• Click a row to open the drilldown panel showing the actual tickets that contributed.

The drilldown panel

Top stat boxes: Tickets, Response pass rate, Resolution pass rate, etc. (the exact set depends on the rule type).

Table below shows every contributing ticket with: Date, Country, Department, User, Description, Metrics, Score. Click Close to dismiss the panel.

For Uptime drilldowns, the panel splits into:

• Per KPI-Type uptime % (passed / below target)
• The downtime tickets that ate into uptime

Organization Chart

Org Chart (/org-chart, in the top bar) is a live picture of the whole organization, drawn straight from the current data — no scores, just structure and people:

Board of Directors
 └ Division        (with its Head(s))
     └ Department  (with its country + manager)
         └ Agents

• Divisions show their Head(s) as a name pill. A division can have several heads; each one has manager powers over every department in the division (see Organization & roles).
• Departments show their country and primary manager. Click the agents line on a department to expand the list of its members.
• Departments not yet assigned to a division appear under an Unassigned group, so nothing is hidden.
• The chart scrolls sideways if the organization is wider than the screen.

It updates automatically whenever an admin changes divisions, departments, heads, managers, or user assignments — there's nothing to refresh. To edit the structure, an admin uses Admin → Divisions / Departments / Users.

How scoring works

A ticket's metrics are scored by its rule-type formula into a 0–100% per-ticket score, which is then averaged upward from agent to department to country:

A department with sub-departments is scored as its primary manager. Its sub-departments' scores all become that manager's, so the department shows as one person — ALLU Indonesia is Andy Pribadi. A sub-department with a primary manager of its own — its Supervisor — is that supervisor's KPI: the average of its members' scores (ACR's members make Fharha Nazhilla's KPI). The parent's manager's KPI then averages its KPI groups like anyone's — so Andy's is half the VD Purchase Achievement (group ALLU) and half the ACR members' average (group Service). A representative's My KPI lists those tickets beside their own, each under its owner's name and department, so the list and the score always match — Andy's shows the ACR ratings with his Purchase Achievement. They stay read-only there unless you filed them: Fharha can edit her ratings from her own My KPI, Andy cannot. Members still see their own score on their own pages; a department's other managers represent nothing. The rule follows the primary manager set in HRIS, so a change there re-scores the family on the next view.

The same departments also roll up by division (the tier parallel to country), so a division's score is the average of its departments — letting you read performance either way. On the Overview, Scope picks which one the drilldown starts from, and you go down from there: department → employee → their tickets.

Each KPI Type has a Rule that decides what a "pass" means. Brief reference:

Working hours and holidays

Time-based rules use the per-country working hours (timezone, workday start/end, working days of week) plus the holidays calendar for that country. Tickets dated outside working hours / on holidays are excluded by default — unless the ticket has "Count as weekend/holiday work" ticked or the KPI Type has the "ignoreWorkingDayFilter" toggle on.

Weighting

The weighted score on a row combines the rule's component scores using the weights configured on the KPI Type's parameters (admins manage these). The country-level weighted score averages dept → KPI-group averages so structure matters: one country with three departments contributes three department averages. The division-level score works the same way, averaging the departments assigned to that division.

Reading a row

Take an example rr-rule row:

A row that's Resp SLA = 100%, Reso SLA = 50%, weights 20/80, scores at (0.2 × 1.0) + (0.8 × 0.5) = 0.60 — 60%.

Frequently asked

A ticket I expected to see in the drilldown isn't there. Likely it's either: (a) outside this month, (b) dated to a non-working day without the override, (c) not yet assigned a user, or (d) using a KPI Type that's not part of this report row.

Numbers don't match what an agent reports. The data here always reflects what's currently in the database — there's no offline cache. If you and the agent disagree, look at the audit log (admins can show this) to see what was edited and when.

Can I export to Excel? Not in v1. The drilldown panel is the closest thing — copy the table contents from the browser. Ask an admin if a CSV export is needed.

Why are some scores hidden / blank? "-" means the KPI row had no scorable tickets this month (no contributing data). Different from "0%" (which means there were tickets but none passed).