My Performance shows your own activity and support metrics over a date range, available to every role. Reach it from the sidebar under Reports.
Activity heatmap
A 12-month calendar heatmap of messages you've sent, one cell per day, darker means more messages that day.
Your stats
The stat row scrolls horizontally, same as the Overview report. Click a stat to change the chart below it.
- Assigned : conversations assigned to you in this period.
- Resolved : conversations you resolved in this period.
- Resolution Rate : percentage of assigned conversations that were resolved.
- Msg. Sent : total outbound messages you sent in this period.
- First Response : average time from conversation creation to your first reply.
- Avg Response : average time between a customer message and your reply.
- Resolution Time : average time from conversation open to resolution.
Your conversations
Below the chart, a table lists the individual conversations behind these numbers for the selected period.
Viewing someone else's performance
Admins and the store owner can open this same page for a teammate by clicking their row in the Overview report 's Agents table.