Performance Tiles (Manager Tips)

Performance Tiles give agents real-time visibility into the metrics that matter most to your team. When used thoughtfully, they create a shared language around performance and serve as a natural foundation for coaching conversations. This article provides guidance on getting the most out of Performance Tiles before and after you turn them on.

• Talk to your agents first.

  • Performance Tiles are most effective when agents understand why specific metrics were chosen and how those metrics connect to the customer experience. Before enabling them, take time to explain what each tile measures, why it matters, and what a good outcome looks like for your customers and your team.

• Make sure your User Groups reflect similar work.

  • Agents within a User Group are compared against one another, so it is important that the agents in each group handle similar queues and interaction types. Comparing agents who serve fundamentally different customer segments or channels can produce misleading data and undermine trust in the metrics.

• Set goals that are achievable and aligned to your CX mission.

  • Avoid setting targets that inadvertently encourage the wrong behaviors. For example, if your primary goal is thorough, high-quality resolutions, relying exclusively on time-based metrics like Handle Time may push agents to rush through interactions — producing the opposite of what you want.

• Balance your metrics so they keep each other in check.

  • A set of tiles that focuses entirely on efficiency can cause quality to suffer. If Handle Time is the only metric in view, agents may rush callers off the phone to improve their numbers. Pair efficiency metrics with quality or outcome-based metrics to create a more balanced picture of performance.

• Use tiles as a coaching launchpad.

  • Reference Performance Tile metrics in your one-on-ones and coaching sessions. When agents see the same metrics in their daily workflow that you discuss in coaching, the feedback becomes more concrete and actionable. Tiles create a shared starting point for those conversations.

• Remember that awareness is only step one.

  • Seeing a metric is not the same as improving it. Behavioral change comes through practice and guided feedback — not just visibility. Think of Performance Tiles like pointing out the clutch pedal to someone learning to drive a manual car. They can see it and understand what it does, but it takes repeated practice with coaching to actually develop the skill. Your guidance is what turns metric awareness into lasting improvement.

• Review the specific Performance Tile metric calculations

• Share the agent-facing Performance Tiles article with your team

• Enable Performance Tiles for specific User Groups

• Report on and chart Performance Tile data in Insights