Review My Work and alerts

Start with active, unread, and attention-required conversations.

Use today, the last 7 days, or the last 30 days to review current work and performance. Metrics are generally compared with the preceding period of the same length.

Read average first reply time, average close time, SLA success, and satisfaction together with conversation volume rather than in isolation.

Use the SLA attention panel to open conversations that are overdue or close to overdue. Review low-satisfaction items and quality feedback when follow-up is needed. The bell on this page also opens Notifications.

Open the related work and prioritize long-waiting or at-risk conversations.