Overview
If you see colored metric tiles at the top of your Sharpen Q dashboard, your administrator has enabled Performance Tiles for your User Group. These tiles give you a real-time snapshot of how you are performing across your team's most important metrics, right from your queue dashboard, without needing to pull a report.
Your administrator selects which three metrics are displayed and sets a goal for each one. The tiles are color-coded to give you an at-a-glance indication of how your current performance compares to that goal.
How Your Metrics Are Calculated
Your Performance Tiles reflect your performance over a rolling 7 or 30-day window, depending on what your administrator has configured. Because the data covers an extended time period rather than individual interactions, a few difficult calls will not dramatically change your numbers. Your tiles represent your overall performance trend, not a snapshot of any single interaction.
Understanding Your Tile Colors
Each tile is color-coded based on how your current metric compares to the goal set by your administrator. Use the colors as a quick guide to whether your performance is on track, approaching the threshold, or needs attention.
If you are unsure what a specific color means or what your goal is for a given tile, your administrator can clarify the thresholds they have configured.
Frequently Asked Questions
What should my numbers be?
Your administrator has set a goal for each tile metric. Your tiles are designed to help you track your progress toward that goal over time. Focus on incremental improvement rather than perfection—small, consistent gains across your metrics are the goal.
What if I am ranked first on my team?
Great work. Talk to your manager about the habits or approaches that are helping you excel in that metric. Sharing what is working is one of the best ways to help your teammates improve alongside you.
What if I am near the bottom?
Use it as a starting point, not a judgment. Talk to your manager about specific behaviors you can work on to improve your performance in that metric. Ask who is ranked highest — you may find their approach is easier to adopt than you think.
How far apart are my teammates and I?
Your manager can run a Performance Management report in Insights showing the full team stack ranking for each tile metric. You may be closer to your teammates, or to the top, than your tile alone suggests.