Overview
Performance Tiles display up to three agent-facing metrics at the top of the Sharpen Q dashboard, giving agents a real-time view of their performance against goals set by their administrator. This article covers how to enable Performance Tiles and configure the metrics and goals for a User Group.
Changes to Performance Tiles settings take effect on the agent's next login. Agents who are currently logged in will need to log out and back in for the changes to appear.
Enabling Performance Tiles
Log in to Sharpen as a user with Admin permissions.
Navigate to Admin > Settings > User Groups and select the appropriate User Group.
Scroll down to the Performance Tiles section.
Toggle Performance Tiles to Enabled.
Click Save.
Selecting Agent Metrics
When Performance Tiles are enabled, you must select exactly 3 metrics, one from each of the three metric drop-downs. Each metric must be distinct; the same metric cannot be selected more than once.
The following metrics are available for selection:
Avg Handle Time
Avg Talk Time
Avg Agent Hold Time
Avg Wrap Up Time
% Of Calls Transferred
Active Contact Resolution % (1 Day)
Active Contact Resolution % (3 Days)
Active Contact Resolution % (7 Days)
Choose the three metrics that are most relevant to the performance goals for this User Group.
Setting Goals
Each selected metric has a corresponding goal value that determines how the tile is color-coded for agents. Set the goal to reflect the target performance level you want agents in this group to work toward.
For guidance on interpreting tile colors and using the data in Insights, see the related articles below.