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'll do here
- Read the Performance dashboard and monthly reports
- Drill into a country / department / KPI to see contributing tickets
- Understand how scores are calculated
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 rebuilds every time a ticket changes. There's nothing to refresh manually.
The Dashboard
Cards at the top show, per country, the weighted score for the current month plus a comparison vs. last month. Green = ≥ 95%, yellow = 80–94%, red = below 80%. Numbers are computed as the average of department averages, which are themselves averages of KPI group scores — so a single bad team doesn't drown out a good country.
Below the cards:
- Score trend — six months of scores, per country.
- Uptime chart — only meaningful for KPI groups marked as "contributes to uptime". Shows the percentage of uptime units that hit the 99.5 % threshold each month.
- Critical / Watch list — KPI rows for the current month that scored below thresholds. Tickets needing attention bubble to the top.
Click any country / KPI on the page to open the monthly drilldown prefiltered.
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
How scoring works
Each KPI Type has a Rule that decides what a "pass" means. Brief reference:
| Rule | What's measured | "Pass" means |
|---|---|---|
| rr | Response time + Resolution time | Both within their SLA-minute targets. Weighted: usually 20% response + 80% resolution. |
| acr | Six 1-5 scores (FRT, Attendance, Finding, Backlog, Teamwork, Obedience) | Weighted average of normalized scores. Higher is better. |
| accuracy | Response accuracy %, Data accuracy % | Each compared to its target; weighted sum. |
| submit | Daily submit time | Before the cutoff (default 12:00). |
| project | Project count | At least one project recorded. |
| ic-cctv-regular / ic-cctv-adhoc / ic-sop-report / ic-sop-findings / ic-closure / ic-sop-proposal / ic-backlog-qc | Internal Control rules (Indonesia) | Each has bespoke logic — find/close within N working days, ≥ minimum findings, on-time SOP report, etc. |
| uptime | Aggregated from other tickets | (Working minutes − downtime) / working minutes per unit. Pass at 99.5%. |
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.
Reading a row
Take an example rr-rule row:
| Field | Meaning |
|---|---|
| Tickets | Number of contributing tickets this month |
| Resp OK | How many tickets had response time ≤ target |
| Reso OK | How many tickets had resolution time ≤ target |
| Resp SLA % | Resp OK ÷ Tickets |
| Reso SLA % | Reso OK ÷ Tickets |
| Score | Weighted average per the KPI Type's respWeight / resoWeight |
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).