Performance Dashboard
Manager Overview
Welcome back! 👋
Here is your PulsePoint performance overview.
Total Reviews
0
Reviews processedDaily Average Reviews
0
Average reviews per dayAverage Reviews per Agent
0
Average reviews across agentsReviews per Hour
0.00
Based on a 7-hour workdayGoal / Hour
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Based on your primary activityGoal Performance
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Against your current goalProduction Breakdown
Overall team production by activity
| Activity | Reviews | Contribution |
|---|---|---|
| Ad Moderation | 0 | 0% |
| Ad Flags | 0 | 0% |
| User Screening Flags | 0 | 0% |
| Total | 0 | 100% |
Total Actions
Actions per Hour
Performance Insights
Automatic insights based on your performance
Team Insights
Automatic performance signals for the overall team
Live Workflow
Moderation Operations • Live Queue Ownership
Live Workflow
Set yourself Available and select the work you are currently handling.
Queue Overview
Current occupied agents by moderation queue.
Group Management
Control which moderation groups are currently open for agents.
Manager Control
Monitor queue assignments and manage agent workflow placement.
Agent Workflow Roster
Monitor agents across all three queues and reassign when operationally required.
Soteria Live Workflow
Live queue management • Agent assignments and manager pivots
My assignment
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Live assignments
| Agent | Section | Category | Status | Updated |
|---|---|---|---|---|
| Loading… | ||||
Manager controls
Enter the agent's PulsePoint email to pivot them to a section and category.
Send a message
Transactions Dashboard
Transactions Team performance and daily activity.
Ticket Group Distribution
Transactions volume by ticket group.
Agent Comments
0End-user Comments
0Tickets Solved — No Answer
0Tickets Created
0Productivity Volume
0Agent Performance
Agent performance, productivity and daily work status
Agents Performance
Select one agent or compare two agents.
Selected Agent Daily Performance
Select an agent to view daily work status and AHT.
Working Days
0
Reported days workedOff Days
0
Reported days with no activityReviews
0
Selected periodAHT
—
Estimated • based on 7h assumed working dayPrimary Activity
—
Highest-volume activityGoal / Hour
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Based on primary activityActual / Hour
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Total reviews ÷ assumed hoursGoal Performance
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Against primary activity goalAgent Goal
Select an agent to view or change their productivity goal.
Select an agent first.
Performance Insights
Select an agent to generate performance insights.
| Date | Status | Reviews |
|---|---|---|
| Select an agent to view daily performance. | ||
Daily Workforce
Team attendance and daily review volume
Daily Workforce
Agent attendance and daily review volume
| Date | Agents Worked | Agents Off | Total Reviews | Avg Reviews / Working Agent |
|---|---|---|---|---|
| No workforce data available. | ||||
Leaderboards
Production and AHT rankings
Moderation
Ad Moderation • Goal: 180 reviews/hour
| Rank | Agent | Performance | Actual/hr | Goal | Reviews | Days |
|---|---|---|---|---|---|---|
| No leaderboard data available. | ||||||
Flags
Ad Flags • Goal: 180 reviews/hour
| Rank | Agent | Performance | Actual/hr | Goal | Reviews | Days |
|---|---|---|---|---|---|---|
| No leaderboard data available. | ||||||
Overall Production
Ad Moderation + Ad Flags • Combined performance
| Rank | Agent | Performance | Actual/hr | Goal | Reviews | Days |
|---|---|---|---|---|---|---|
| No leaderboard data available. | ||||||
User Screening Flags
User Screening Flags • Goal: 100 reviews/hour
| Rank | Agent | Performance | Actual/hr | Goal | Reviews | Days |
|---|---|---|---|---|---|---|
| No leaderboard data available. | ||||||
AHT
Lower AHT is better • Based on assumed 7-hour workday
| Rank | Agent | AHT | Reviews | Days |
|---|---|---|---|---|
| No leaderboard data available. | ||||
QA Leaderboard
Average QA Score • Selected month
| Rank | Agent | QA Score | Total Grades |
|---|---|---|---|
| No leaderboard data available. | |||
Appeal Rate
Successful appeals • Selected month
| Rank | Agent | Appeal Rate | Approved | Reviewed |
|---|---|---|---|---|
| No leaderboard data available. | ||||
Agents
Agent performance overview
Agent List
| Agent | Reviews | Results | Top Result | AHT (sec) | Result Breakdown |
|---|---|---|---|---|---|
| No activity data available. | |||||
Appeals & Quality
Monitor successful appeals and QA performance.
The selected month applies to both Appeals and Quality.
Successful Appeal Ratio
Approved appeals compared with reviewed appeals. Not Reviewed appeals are excluded from the ratio.
Successful Appeal Ratio
—Total Appeals
—Approved
—Rejected
—Not Reviewed
—Reviewed
—Appeal Records
Review individual appeal decisions and agent notes.
| Agent | Appeal Date | Ad ID | Decision | Action | |
|---|---|---|---|---|---|
| Loading appeal data... | |||||
Quality / QA
QA scores, grades and agent engagement from the Quality CSV.
Total Grades
—Average QA Score
—Engagement: Overdue
—Engagement: Opened
—Quality Records
Detailed QA records for the selected user.
| Agent | Ticket ID | Date | Total Grades | QA Score | Engagement | Response |
|---|---|---|---|---|---|---|
| Loading quality data... | ||||||
Agent Development
Track coaching, development actions, QA follow-up and progress for individual agents.
Agent Development
Select an agent to review their current development status and record follow-up actions.
Active Development
Agents currently receiving coaching, development or performance follow-up.
Development Update
Current Status
Development History
My Development
Review your current development focus, progress, and feedback shared with you by your Team Lead.
Current Development Status
Your latest development status and next check-up.
Development History
Previous development records and feedback shared with you.
Transactions Agent Performance
Transactions agent activity, productivity and volume.
Agent Selection
Select a Transactions agent to review their activity.
Agent Comments
0Productivity Volume
0Dispute Comments
0SNAD Comments
0Other Comments
0Adjusted Days Worked
0Average Comments / Day
0Agent Activity
Volume recorded for the selected Transactions agent.
Agent Activity by Dispute Type
Comments recorded for the selected Transactions agent.
Notable Events
Record and follow up on notable moderation issues.
Monthly Calendar
Select a month to view events.
Add Notable Event
Events This Month
No events loaded yet.
Event Log
Review workflow changes, workforce status and notable events.
Event History
Manager view · Read only1. Select agents
All agents ▾
Loading agent list…
No agents selected — all agents will be included.
2. Select event categories
3. Date range
4. Optional search
Choose your filters, then select Apply filters to load event history.
| Date / Time | Source | Agent | Event | Details | Changed By | Status |
|---|---|---|---|---|---|---|
| Apply filters to load events. | ||||||
Management
Team operational status and live assignments across CS Tool and Soteria.
Manager Live Overview
Operational status is shared across the roster. Assignments are shown separately for each tool.
| Agent | Operational Status | CS Tool | Soteria |
|---|---|---|---|
| Loading agent status… | |||
Manager Upload
Import team performance data
Upload Performance Data
Load Soteria CSV Data
Select one or more Agent Activities CSV files.
Successful Appeals Data
Upload the Appeals CSV used to calculate the Successful Appeal Ratio. Goal: 9%
Quality Data
Upload the Quality CSV containing QA Score, Total Grades and Agent Engagement Rate.
Transactions Excel Data
Upload the Transactions Team Excel file for SLA, volume, agent activity and reopened-rate reporting.