Use this article to see how closely your team is following their scheduled hours, view and manage the team schedule, drill into a teammate's day, and export team performance and schedule data. This article is for teammates with the "Can access Team Performance" permission.

Go to Workforce > Team Performance for a per-teammate view of how closely your team is following their scheduled hours. Use it to spot adherence issues, monitor shrinkage, and look into specific days where adherence dipped.

Select a date range, a timezone, and one or more workstreams. You must select at least one workstream to see results. Each row is calculated automatically from schedules, presence, and inbox activity, so no teammate behavior change is needed to populate it.

The Team Performance table shows four metrics per teammate:

For the full calculation behind adherence, conformance, and shrinkage, see How is adherence calculated?

Team Performance data is likely to be used by managers as input into performance discussions, but it isn't built for that purpose. It supports Workforce Management activities such as analyzing conformance and adherence to understand why SLAs slipped, and planning future scheduling improvements - not assessing individual teammates.

The table shows 100 teammates per page, and sorting only works within a single page. Filter to 100 teammates or fewer to sort, or export the data instead.

Go to Workforce > Schedule to see and manage the live staffing calendar for your teammates, separate from the Team Performance table above.

Filter the view by:

Toggle Hide teammates with no events to remove teammates with nothing scheduled in the selected range from the view.

The schedule is paginated, showing up to 50 teammates per page.

On the Workforce > Schedule page, above the teammate rows, a Scheduled staffing row shows the number of teammates with any productive time scheduled for each hour. When viewing multiple workstreams, a teammate is counted once for each workstream they are part of.

Click Apply template in the teammate schedules view, then:

On the Workforce > Schedule page, click the export icon in the schedule toolbar to download the current schedule view as a file.

Click an event on the schedule to edit it directly:

If the event came from a connected Google Calendar, the dialog shows when it was last synced.

Click a blank space in a teammate's row to add a new event:

The new event appears immediately in the schedule for that teammate.

On the Workforce > Teammate Performance page, click any teammate row to see their day-by-day breakdown for the week. Click a specific day to open a visual timeline with three lanes:

The Actions lane shows when replies and notes were made during the day, giving you context on how work moved through your queues alongside the schedule and status you already see. Each block represents a 15-minute interval containing replies or notes on conversations or customer tickets.

Export the raw status history and actions behind Team Performance as a CSV file:

Exports cover up to 31 days, 200 teammates, and 10,000 rows. Exporting needs the "Can access Team Performance" permission, and exporting actions also needs conversation access set to all conversations - without it, Export teammate actions won't appear in the menu.