Overview
The Performance Management data source can be used to build charts in Insights, just like the Queue Activity and Queue Segment Activity data sources. There are a few differences to be aware of, outlined below.
What's Different
Because Performance Management metrics are pre-calculated averages, summary functions and filters are not available when charting this data source. However, you can still group data to visualize trends using bar, line, spline, and area chart types.
Rolling Average
When grouping by time, you have the option to apply a rolling average to the data. This controls how each day's value is calculated and displayed on the chart and mirrors the way Performance Tile metrics are shown to agents on their Sharpen Q dashboard.
The three options are:
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No Rolling Average
Returns the raw data point for each individual day. Use this when you want to see daily fluctuations without smoothing.
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7-Day Rolling Average
Each day's value is averaged across the previous 7 days. For example, June 26th displays the average of June 20–26. Use this to smooth out day-to-day variation and spot short-term trends.
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30-Day Rolling Average
Each day's value is averaged across the previous 30 days. For example, June 26th displays the average of May 28–June 26. Use this for a broader view of performance trends over time.
Tip: If your Performance Tiles are configured on a 7-day timeframe, using the 7-day rolling average in your charts will produce values that most closely match what agents see on their dashboard.
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This article is part of a series on Admin Configuration topics.