Use this article to understand what the Actions lane shows in Team Performance, how to read its 15-minute blocks, and what permissions you need to see it. This article is for teammates with the "Can access Team Performance" permission.
Note: Workforce Management is included in the Pro add-on.
What does the Actions lane show?
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 other two lanes shown in the same view: Schedule (the activities you scheduled for that teammate) and Status (their actual Intercom status throughout the day; hover a block to see the status and the exact time range, for example "Away (12:00 AM–01:40 PM)"). The Actions lane appears as a third lane alongside those two when you drill into a teammate's day in Team Performance.
Each block represents a 15-minute interval containing replies or notes on conversations or customer tickets. Actions are available for past days as well as today.
Hover a block for a summary - the total number of actions in that interval, broken down by type, for example Replied or Added note.
Click a block for the full list - the time of each action, what it was, the channel it came through, and a link - up to 1,000 actions a day.
Note: Viewing the Actions lane needs the "Can access Team Performance" permission plus conversation access set to all conversations. Change conversation access in Settings > Workspace > Teammates by clicking Edit next to the teammate. It isn't a full conversation drill-down.
See How to track team performance for how to drill into a teammate's day and find this view.
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