Turning Analytics into a Coaching Tool: My Performance & Benchmarks
Turning Analytics into a Coaching Tool: My Performance & Benchmarks
Release: v0.1.216
Overview
The analytics dashboard has always shown the full picture of an organisation's deposit and dispute activity. With v0.1.216, that picture gets a lot more personal.
Agents can now filter analytics down to their own activity, branch managers can scope every metric to their branch, and admins get a Benchmarks panel that puts individual performance into context against the org average — all without leaving the dashboard.
What Changed
Filter by Branch
A new Filter by Branch dropdown appears in the analytics toolbar. Choosing a branch applies that filter to:
- All KPI tiles (dispute rate, average deduction, time-to-resolve, etc.)
- The trend chart
- The property table
This gives branch managers an accurate read of their own team's metrics rather than a diluted org-wide average.
Filter by Agent
For users with admin permissions, a second dropdown — Filter by Agent — is available. It scopes all the same metrics to a single named agent. This is useful for:
- Reviewing an agent's activity as part of a performance conversation
- Identifying agents who may benefit from additional training on dispute handling
- Spot-checking compliance on specific cases
Benchmarks Sidebar Panel
Alongside the main analytics content, a new Benchmarks sidebar panel shows how the currently selected agent or branch compares to the organisation average on three metrics:
| Metric | Description |
|---|---|
| Dispute Rate | % of tenancies that escalated to a formal dispute |
| Avg Deduction | Mean deposit deduction value across resolved tenancies |
| Time-to-Resolve | Average days from deposit request to final resolution |
When no filter is active, the panel defaults to org-level figures. As soon as a branch or agent filter is applied, the panel updates to show both the selected scope and the org benchmark side by side.
Who Benefits
Agents
An agent reviewing their own dispute rate against the org average has a clear, objective signal of where they stand — and a concrete reason to improve how they document and communicate deductions.
Branch Managers
Branch-scoped views make it straightforward to run team check-ins backed by data. Managers no longer need to mentally filter org-wide reports or maintain separate spreadsheets.
Admins & Enterprise Agencies
The agent-level filter and benchmarks panel together give admins a lightweight coaching workflow built directly into the platform — no additional tooling required.
Technical Notes
The underlying data model was already in place via the branches.ts router and schema-branches.ts schema. This release connects that data to the analytics UI layer (analytics-dashboard.tsx), scoping all existing metric queries through the selected branch or agent filter.
No changes to API endpoints or database schema are required to use this feature.
Getting Started
- Navigate to Dashboard → Analytics.
- Use the Filter by Branch dropdown in the toolbar to scope metrics to a branch.
- If you have admin permissions, use Filter by Agent to drill down further.
- Open the Benchmarks panel (right sidebar) to compare the selected scope against the org average.
- Clear filters at any time to return to the org-wide view.