Performance
/performance shows how well work is handled: how fast jobs are answered, how many are
finished, what comes of them, and how many go wrong. Everyone sees their own numbers.
Leadership can choose any member of staff. The rules are in
19-performance.md.
What it shows
Pick a period: this month, last month, or the last 30 days, on the Indian calendar.
| Box | Figures | Where they come from |
|---|---|---|
| Speed | Jobs first answered; how many within target; the typical (median) working minutes to first answer | Every first answer recorded in the work inbox, including a lead moved on from New and a WhatsApp reply |
| Throughput | Jobs finished; points | Jobs closed while you held them. Points use each kind of job's difficulty weight in force when it closed (PERF-004) |
| Outcomes | Enquiries converted to a booking | Enquiry jobs closed because the lead was converted |
| Quality | Finished after the due time; reopened | Jobs you closed late; jobs you closed that someone later reopened |
| Right now | Open jobs; overdue | What you hold today |
| Coverage | Share of finished jobs that have a first-answer time | So you can see how much of the speed figure there is to trust (PERF-012) |
Click any figure to see the exact jobs behind it: the time, the working minutes against the target, the weight used, and the verdict. Clicking a job opens it in the work inbox (PERF-005).
Times are working minutes: Monday to Saturday, 10:00–19:00 IST, without the Friday prayer break or holidays. Time spent waiting on a customer or an embassy is left out (PERF-003).
Typed tasks count like every other job (WRK-018). A task's due time is its target: answering it first after that time is a missed target, finishing after it is late, and holding it past it is overdue. A task typed with no due time gets the internal target (480 working minutes).
On the phone
My performance (More, or the chart button on Tasks) shows the same six boxes with
the same labels, for this week (from Monday), this month or last month. A
figure with jobs behind it opens them, and a job opens as a task. With
perf.view.all you choose whose numbers; each look is recorded, as on the desktop.
Who sees what
| You hold | You see |
|---|---|
perf.view.own: every role that handles work |
Your own numbers |
perf.view.all: leadership (CEO and GM) |
Anyone's. Each time you open someone else's numbers, an entry (perf.viewed) goes into the audit log (PERF-011) |
What it deliberately does not do
The page says this too, so nobody has to guess:
- No single score, rating or ranking (PERF-009).
- Not for pay or discipline. The numbers are for coaching and balancing work (PERF-002). Software can't enforce this; the rule does.
- No customer feedback. Nothing collects it yet.
- Never counted: logged-in time, screen activity or keystrokes (PERF-006). A database test fails if any performance function reads session data.
- The value booked is not shown, because leads are not yet linked to the bookings they became.
- No team view for queue leads yet. Queues can now be given members and leads (Work → Queues, WRK-013), but the scorecard does not read them: a lead cannot open a member's numbers. Leadership's "anyone" view covers it until then.
- Months are not frozen yet (PERF-008). Figures are worked out live from the record each time.
- History starts when the work inbox started. It cannot be backdated. The page shows the date measuring began.