The Operation Performance screen allows you to monitor the commercial effectiveness of your customer service operation and understand how agents and groups are contributing to sales results. Based on service closure data from the Commercial Service module, you can track completed interactions, sales, conversion rate, and the evolution of these metrics over time.
To access this screen, go to Analytics > Commercial Service > Operation Performance.
What is Operation Performance for?
This report is designed to help managers move beyond analyzing only interaction volume and start monitoring the commercial results generated by the operation as well.
With it, you can:
measure how many interactions were completed;
identify how many interactions resulted in a sale;
monitor the operation's conversion rate;
compare current performance with a previous period;
analyze individual agent performance;
compare results across groups;
export data for external analysis.
This allows managers to identify which teams and professionals are achieving the best results and where there are opportunities for improvement.
1. How to use the filters
The filters are located in the report header and determine which data will be displayed in the metrics and table. You can combine the following filters:
Period
Defines the time range to be considered in the analysis.
The default period is:
Last 7 days
The following options are available:
Today;
Yesterday;
Last 7 days;
Last 30 days;
This month;
Last month;
Custom date.
Group
Allows you to select one or more groups registered in the account. This filter is useful, for example, when you want to analyze the performance of a specific team.
Agent
Allows you to select one or more agents registered in the account. When a group is selected, the agent list is updated to show only professionals who have a history or association with the selected groups.
Important: The filters are cumulative. This means that when you combine period, group, and agent, the results consider all selected criteria simultaneously.
2. Understanding the metrics
Average response time: shows the average amount of time the team takes to respond to each message sent by customers during conversations.
Average first response time: measures the time elapsed between the first message sent by the customer and the first response from your team. This metric is essential for evaluating the impact of the initial contact.
Average interaction duration: indicates the total amount of time an interaction remains open, from the beginning until its completion or final closure.
Messages sent: measures the total volume of messages sent by your team or virtual assistants during the selected period.
New contacts
Lists the names, identifiers, or relevant notes associated with the most recent contacts.
Interactions by channel
Allows managers to identify which communication channels are most frequently used by customers.
Interaction source
Currently displays the No data tag. When records become available, the chart will be divided into proportional slices with corresponding color-coded legends.
4. Closure reasons
Groups and categorizes the main reasons why interactions or tickets were closed, such as Problem resolved, No response from customer, Sale completed, and Question answered.
5. Closure reason variation
Monitors the historical behavior and fluctuations of each closure reason over time.
6. How to export the data
The report allows you to export table data to a CSV file.
To export:
Configure the desired filters;
Review the results displayed in the table;
Click the export button;
The system will generate the CSV file with the table data.
The export maintains the same structure and column order displayed on the screen:
Agent, Group, Interactions, Sales, Conversion
The file uses commas as separators, allowing it to be opened in tools such as Excel and Google Sheets.