The Performance Analytics dashboard provides visibility into your team’s responsiveness and efficiency across conversations within a selected period. It is designed to help you monitor performance trends, benchmark service quality, identify outliers, and uncover coaching opportunities at the company, team, and agent levels.
⚠️ Performance Analytics is part of SleekFlow’s Advanced analytics dashboards, which are available to users on the Premium and Enterprise plans, subject to your workspace permissions.
Accessing Performance Analytics Dashboard
ℹ️ SleekFlow refreshes analytics data 3 times a day so you can work with recent dashboard insights.
You can follow the steps below to access the Performance Analytics Dashboard:
- On the left navigation bar, click on the
icon - In the Aanalytics menu, click “Performance”
- You will be redirected to the Performance Analytics dashboard
Overall tab
The Overall tab provides visibility into company-level responsiveness and efficiency metrics across conversations within a selected period. The Overall tab is separated into 2 sections
- Response time overview
- Resolution time overview
Response time overview
The response time overview section helps you understand how quickly your team responds to incoming conversations. These metrics measure responsiveness at different stages of the conversation lifecycle, from the first customer message to the first reply after assignment.
Key metrics
| Metric | Description |
| Average response time | The average time it takes to reply to messages in a conversation |
| Average first response time | The average time it takes to reply to the first message in a conversation |
| Average first human response time | The average time it takes for a human agent to reply to the first message in a conversation |
| Average assignment to first response time | The average time it takes to send the first reply after a conversation is assigned |
| Average assignment to first human response time | The average time it takes for a conversation to receive its first human reply after being assigned |
Resolution time overview
The resolution time overview section focuses on how efficiently conversations are handled and closed. While response time measures how quickly your team reacts, resolution time metrics help you evaluate how efficiently issues are resolved from start to finish.
This section includes summary metrics and visual charts that show how long conversations typically take to reach resolution during the selected period.
Key metrics
| Metric | Description |
| Resolution rate | % of conversations marked as “Closed” during the selected period |
| Average resolution time | The average time from when a conversation is marked as “Open” to when it is marked as “Closed” |
| Average assignment to resolution time | The average time from when a conversation is assigned to a contact owner to when it is marked as “Closed” |
| Average number of reassignments before resolution | The average number of times a conversation is reassigned before it is marked as “Closed” |
Note: If “Working hours” settings is enabled and included in the dashboard, a visual indicator will compare between the average response time during working hours and the average response time for the selected period.
Time series distribution tables
The distribution tables provide a deeper breakdown of conversation handling times by grouping conversations into time ranges. It reveals how conversations are actually spread across different response and resolution time intervals. For example, the distribution may show:
- What percentage of conversations receive a reply within 5 minutes
- How many conversations take over 1 hour to receive a response
- Whether most conversations are resolved quickly or require longer handling times
| Metric | Description |
| % of conversations by response time | Distribution of conversations by average response time. Conversations are grouped into time ranges based on when replies were sent. |
| % of conversations by first response time | Distribution of conversations by average first response time. Conversations are grouped into time ranges based on when the first reply was sent. |
| % of conversations by assignment to first response time | Distribution of conversations by assignment to first response time. Conversations are grouped into time ranges based on the time from when a conversation was assigned to when the first response was sent. |
| % of conversations by assignment to first human response time | Distribution of conversations by assignment to first human response time. Conversations are grouped into time ranges based on the time from when a conversation was assigned to when the first human reply was sent. |
| % of conversations by resolution time | Distribution of conversations by resolution time. Conversations are grouped into time ranges based on the time from when they were marked as “Open” to when they were marked as “Closed”. |
| % of conversations by assignment to resolution time | Distribution of conversations by average assignment to resolution time. Conversations are grouped into time ranges based on the time from when a conversation was assigned to when it was marked as “Closed”. |
| Average number of reassignments before resolution | Distribution of conversations by number of reassignments before resolution. Conversations are grouped based on how many times they were reassigned before being marked as “Closed”. |
Applying filters in Performance Analytics
The Performance Analytics dashboard allows you to customize and refine your view using various filters. Below is a detailed guide to help you navigate and apply these settings effectively.
Apply date range
Select your desired time period to analyze the performance data. You can also select a custom time period of up to 180 days by clicking the custom date field.
Note: Some historical data may not be fully available due to limitations in data migration
Apply “Group by” filter
Select your desired time intervals to analyze performance. You can choose from the following options:
- Day
- Week (formatted by calendar weeks)
- Month (formatted by calendar months)
The selected grouping will be applied to the dashboard’s time series charts.
Apply Working hours
ℹ️ Note: Data for working hours metrics will only be available from the time you enable the setting. Past data will not be backfilled.
You can choose whether to include or exclude working hours when calculating response performance metrics. This flexibility allows you to analyze data based on your specific needs:
- Include working hours: Average response time and average first response time will be calculated based on your configured business hours.
- Exclude working hours: Metrics will be calculated without considering business hours, reflecting all response times regardless of working hours.
If you haven’t configured “Working hours” settings yet, you can go to the Settings page and set it up. For more information, please refer to our Help Center article on “Working hours” settings.
Note: These features and configurations are available only to users with the appropriate permissions. For further details, refer to our Help Center article on users and permissions.
Add filters
Use “ Add filters” to narrow down your data by specifying properties.
Export data
Note: These features and configurations are available only to users with the appropriate permissions. For further details, refer to our Help Center article on users and permissions.
You can export the dashboard data in .CSV format for further analysis.
You can follow the steps below to export your data to a .CSV format:
- Select the date range of the data you want to export
- Click the “Export” button on the top right corner of the page
- Download process will begin
- Once completed, the .CSV file will be available on your computer
The exported data will include all the metrics available in the dashboard, providing a comprehensive view for your analysis needs.