SLA-focused view of how the agency is performing: response times, conversion, customer satisfaction.

Who uses this: TMC agent (admins, managers, and any agent who wants to see how they stack up) Where to find it: Top nav → Analytics → Performance Report, or from the Dashboard’s “Performance · last 7 days” section · https://app.getvairo.com/performance-report Status: Beta — page renders with sample data; live wiring in progress.

What you can do here

• See four SLA cards at the top with status pills (On Target / Below Target / Excellent)
• Track first-response time, quote delivery time, quote acceptance rate, customer satisfaction
• See response-time distribution and the conversion funnel as charts
• Read the per-agent performance table

Layout

• Header — title + date range selector (7 / 30 / 90 days) + Export button.
• SLA cards — four big cards: First Response Time, Quote Delivery, Quote Acceptance Rate, Customer Satisfaction. Each shows current value, target, and a progress bar.
• Charts grid — Response Time Distribution (histogram) and Conversion Funnel.
• Agent Performance — table at the bottom: agent name, requests handled, conversion, avg response, CSAT.

Walkthrough — weekly SLA check-in

1. Open Performance Report. Default range is 30 days.
2. Read the four SLA cards:
   • Green pill = on target.
   • Amber pill = below target — investigate which agents/corporates dragged the metric.
   • Red pill or warning style = critical, raise it in the next team meeting.
3. If anything is below target, scroll to the Response Time Distribution chart to see whether it’s a long tail (a few slow tickets) or a bulk shift (everyone’s slow this week).
4. Cross-check with the Agent Performance table — sort by response time descending to find who’s lagging.