Service Overview performance comparisons
Compare business and channel performance across selected periods, including recent activity.
What it is
Performance in Service Overview brings business and channel figures into cards and graphs. You can review one period or compare it with another. When your selection includes recent activity, the view combines historical reporting with newer activity.
Who uses it and why
- Supervisors compare demand, handling and conversion across dates and channels.
- Administrators review business performance and check enabled channel coverage.
- Operators with the Manager role can use the same performance workspace. An operator account without that role does not gain this tab simply by having Reports access.
Where to find it
With the Manager role, select Service Overview in the top navigation, then Performance. Choose Overall, Chat, Email, Social/Text or Voice as available for your website. Additional AI and Operator QA subtabs depend on the enabled services and access.
How it works
- Select the date or date range.
- Choose a channel view and the available team, subsite and channel filters.
- Use Compare Period to select a comparison. Depending on whether you selected a day or range, choices include Last Year Same Day, Last Month Same Day, Last Year Same Period, Specific Day and Specific Date/Period.
- Review the current values, comparison values and direction of change.
- Use the graphs to locate when the change occurred.
Overall includes cross-channel handling, visitor activity and business measures. Channel views add measures appropriate to that service, such as response, handling and conversion. Chat separates overall, reactive and proactive activity.
Percentage change normally compares the difference with the baseline value. The display shows the magnitude together with whether the value increased or decreased. If the baseline is zero and the current value is positive, INSIDE reports a 100% increase.
Configure it
Someone with the Settings or Manager role can check your Manager role at Settings › Account › Operators. Powerfront can check the website's reporting and channel setup when an expected view is absent.
Select comparison dates and filters in Performance. These choices affect the displayed analysis, not the underlying conversations or recorded sales.
Permissions
| Permission | Lets you |
|---|---|
| Manager | Open the Performance tab in Service Overview. |
Limits and good to know
- Current-period figures can change as work continues and historical reporting catches up.
- A handled-conversation count and an average handling-time measure can use different date bases. In Chat, started conversations determine the handled cohort, while completed handling durations use ended conversations.
- Historical team reporting uses membership at the relevant time; live team widgets use the current roster.
- A 100% increase from zero is the display convention. Read the underlying values before interpreting its size.
- Last-year choices move the dates back one year. Do not assume they align weekdays.
- Keep periods and filters the same when comparing this workspace with a standard report.
Depends on and works with
View all connections as a list
This feature uses
- Website and regional settingsConfigured by
Regional and time-zone settings affect date interpretation and presentation.
- Roles and permissionsConfigured by
The Manager role gives client accounts access to Performance.
- TeamsConfigured by
Team definitions and membership determine the team scope available for performance comparisons.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution settings determine the purchases credited in performance conversion measures.
- Service Overview dashboardRequires
Provides the Service Overview workspace and dashboard navigation.
- Reports data and metric definitionsRelated
Metric definitions help explain differences between historical reports and recent dashboard activity.
- Autonomous AI performance reportsEnhances
Separate AI views analyse autonomous handling where enabled.
- Operator QA and coaching dashboardEnhances
Operator QA adds a quality-scoring and coaching subtab to Service Overview Performance.
Used by
- Ticket reportsRelated
Service Overview adds email period comparisons alongside the historical ticket reports.
- Social messaging and SMS reportsRelated
Service Overview provides period comparisons for Social and Text performance.
- Service Overview dashboardEnhances
Performance provides historical channel and period comparisons in Service Overview.
- Operation Analysis of visitor and sales activityRelated
Service Overview Performance provides channel and period comparisons beyond the daily chart.
- Autonomous AI performance reportsEnhances
Service Overview adds period comparisons for the available Autopilot channels.
FAQ and troubleshooting
Why can I open Reports but not Performance?
Performance needs the Manager role for client accounts. Reports is a separate role.
Why does today's figure change?
The view includes recent activity. Conversations, sales and handling can continue to update during the day.
Why is an increase from zero shown as 100%?
That is the comparison convention in this release. Use the current and comparison values to judge the actual change.
Why does an old team comparison include someone who has left the team?
Historical reporting can use their team membership during that period. Current operational widgets use the present roster.