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Review operator performance and response times

A Supervisor reviews each operator's human-handled conversation load, first-response time, average response time and resolution time, to coach the team; AI-handled work is not part of these figures.

When this happens: Supervisor opens the Operator Performance section.

Step by step

  1. 1

    Open the Operator Performance section for This month.

    Lists every operator within the Supervisor's visibility scope with conversations handled, first response time, average response time and resolution time — computed on human-handled portions only.

  2. 2

    Sorts by Average response time descending to find the slowest responders.

  3. 3

    Click an operator's row to see their conversations for the period.

Other paths

Operator handled only ai-assisted conversations

An operator's row shows conversations handled and response times only for conversations where they sent at least one message; purely AI-only conversations they were never involved in do not appear in their count.

If something goes wrong

No human-handled conversations in the period

An operator has none. Their row shows zero/dashes rather than being omitted, so the absence is visible.

Good to know

  • AI-handled conversations are excluded from operator-performance figures. (FR-08-013, BRD §3.8)
  • A failed send never starts or satisfies a response-time clock. (FR-08-013, UC-8.12)
  • Figures are scoped to the viewer's visibility scope.