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The performance views are the part of Insights that answers “who”. They start with every team side by side, narrow to one team and its agents, and end on a single agent’s page where their tickets, evaluations, and coaching history sit together. Open Insights and click the Performance card to get started.
Team performance is gated. If Performance opens a flat list of agents with no teams above them, the team views are not enabled for your workspace; ask your Rulebase contact to turn them on.
The Performance teams list with QA score, AI evaluations, and manual evaluations cards above a table of teams

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Before you start

  • Who appears here comes from the agent roster, not from who has a login. An agent missing from a team is usually missing from the roster or unassigned: Manage the QA agent roster is the fix.
  • Manager, team lead, quality analyst, compliance analyst, member, and admin roles all carry View agents and performance reports, which is what these pages need. Agents are the exception: they see their own evaluations and performance rather than the team list.
  • A membership scoped to one team sees only that team here.
  • Scores only appear for periods that were actually evaluated. A week with no evaluations reads as No QA evaluations in this period rather than zero.

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Start with the team list

The list is a fixed four-week view. The cards along the top summarize the whole workspace over that window rather than any one team:
  • QA score — the average across every evaluation in the last four weeks.
  • AI evaluations — how many evaluations AI QA produced.
  • Manual evaluations — how many a person entered by hand.
Underneath, each team gets a row with its Team lead, how many Agents it holds, and its Avg score with the change against the previous four weeks.

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Open a team to see its agents

  1. Click the team’s row.
  2. Read the Summary at the top before the numbers. Rulebase writes it from that period’s results, naming what improved, what slipped, and which agent sits lowest.
  3. Use the date control in the header to move to another week.
A team performance page with its written summary, QA score cards, agents table, and the metrics rail The three cards under the summary are the team’s headline: QA score with its change in points, QA score breakdown as the share of evaluations landing in the high, medium, and low bands, and Evaluations as the number of evaluations behind all of it. Hover a number to see the counts it was calculated from. The right-hand rail splits the score by cause rather than by person: Scorecard pass rate per criterion, Critical error rate, QA score by channel, and Lowest-scoring contact reasons.
The date control moves in whole weeks. Clicking any day in the calendar selects that Monday-to-Sunday week, and every comparison on the page is against the week before it. The four-week window on the team list is separate and cannot be changed.

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Follow one agent into their tickets and evaluations

The Agents table on a team page is sorted by QA score, so the people who need attention are at the bottom of it.
  1. Click an agent’s name.
  2. Stay on Overview to read their summary and the same headline cards, now scoped to them.
  3. Switch tabs to get from the summary to the underlying work.
An agent performance page with the Tickets tab open, showing their tickets beside the QA score cards and metrics rail The date control lives on Overview, and moving to Tickets or Evaluations swaps it for that list’s own search, filter, and display controls. The period you picked still applies; it just stops being adjustable from there. Both lists open the ticket or evaluation in place. The rail on an agent’s page carries a few numbers the team page does not: Resolved tickets, Average handling time, Evaluation coverage, and Coaching sessions. Read the score together with Evaluation coverage: 90 across eight evaluations means less than 90 across eighty.

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Turn what you found into coaching

Coaching sessions are created from this page rather than from the Coaching page; the evidence you want to attach is already in front of you. Open Coaching, click New session, and pull in the tickets and evaluations you just read. Run a coaching session covers writing one that the agent can act on, and the sessions you log show up in the Coaching sessions count on this same page.

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When the numbers look wrong

Before escalating a surprising score, confirm the boring explanations:
  • The period is a week, not the last seven days. A Monday morning reading is one day of data.
  • The agent is on the roster and on the team you expect. Evaluations stay with the team the agent belonged to when they were scored, so somebody who changed team mid-period shows up under both.
  • Evaluations exist for the period. Evaluation coverage near zero means the score is built on a handful of tickets.
  • Your own membership is not scoped more narrowly than you assumed.
If a specific agent is absent rather than wrong, An agent is missing from reports walks the causes in order. When a score itself is the surprise, Why is this score different from what I expected? covers how the same tickets can produce different averages.