View user performance via User 360

View user performance via User 360

When you and your team work across multiple applications, it becomes difficult to keep a track of how team members are performing and analyze the metrics. You have to check Desk for response time, CRM for sales numbers, and so on.

User 360 solves this issue by giving managers and admins a unified view of team performance across all the Zoho CRM Plus applications, in one single place. Instead of juggling between various applications to view and analyze performance metrics, you can view consolidated activity metrics for each user right in the admin panel. This consolidated view will also help you to identify patterns and gaps in your team members' performance and help you make informed decisions.

The metrics from CRM, Projects, SalesIQ, and Desk are available across four dashboards: Sales Metrics, Support Overview, Live Chat Performance, and Project Activities. Additionally, the Social Media Access dashboard displays the list of users who have access to social channels.

Sales Metrics

The metrics available on the dashboard are:
  1. Deals won this year - The number of deals won by the team member in the particular year
  2. Deals lost this year - The number of deals lost by the team member in the particular year
  3. Untouched deals - Deals handled by the team member that have no recorded activity such as updating a field or adding a call for a specific time period.
  4. Tasks closed this year - Tasks that have been completed and closed by the team member in the particular year.
  5. Deals by stage - Deals by stage is a visual sales pipeline of deals that helps to track the progress of deals handled by the team member through each stage.
  6. Sales trend - The trend of leads converted by the team member in the particular time period.
  7. Task closure - A visual representation of the number of tasks closed by the team member in the particular time period.
  8. Calls completed - A visual representation of the calls completed by the team member in the particular time period.
  9. Meetings completed - A visual representation of the meetings completed by the team member in the particular time period.

Support Overview

The metrics available on the dashboard are:
  1. Open Requests - The tickets assigned to the particular team member that are either newly created or still unresolved.
  2. On Hold Requests - The tickets that have been kept on hold by the team member.
  3. Closed Requests - The tickets that have been closed by the team member.
  4. Requests volume - A visual representation of the tickets being handled by the team member over a time period.
  5. Average response time - The average time between a customer sending a ticket and receiving a response until the ticket is closed by the team member.
  6. Average resolution time - The average time the team member takes to successfully solve the customer's problem and close the ticket.
  7. First response time - The average time between ticket creation and the first public response sent by the team member to that ticket.
  8. Happiness rating - The rating or feedback received by the customers on the tickets, distinguished as OK, Good, and Bad.

Live chat performance

The following metrics available on the dashboard:
  1. Operator activity - The visual representation of the team member's activity throughout the day for a specific time period. This report is a great way to see what hours of the day they are the busiest.
  2. Operator activity ratio - The aggregate time the team member has spent chatting with visitors against time they sit idle.
  3. Operator attended chats - A comparison of the number of visitors for each department attended over the selected time period against the departments.
  4. Operator rating - A pie graph of the team member's ratings from customers by star.

Project activities

The following metrics available on the dashboard:
  1. Planned vs Actual Hours - The planned time for a specific task vs the actual time it took for the team member to complete the task.
  2. Planned vs Actual Cost - The planned cost for a specific task vs the actual cost it took for the team member to complete the task.
  3. Tasks - The tasks assigned to the team member.
  4. Issues - The issues assigned to the team member.
  5. Phases - The phases or milestones associated with the team member.
  6. Associated teams - The list of teams that the team member is a part of.
  7. Associated projects - The list of projects that the team member is a part of.
  8. Activity stream - A feed containing the chronological order of activities taking place in the project.
  9. Audit log - All portal actions are listed here to be used by the admins for audit purposes.

Social media access

The dashboards lists all the brands they have access to, and also displays if they are an approver or not.


Feature Availability

User 360 is available for CRM Plus super admins, admins, and service admins (if you're an admin of CRM/Desk).

To access User 360

  1. Click the profile icon in the top-right corner of your dashboard, and navigate to the Admin Panel.



  2. Click the Users tab. All the users in the organization will be displayed on the right-side.
  3. Click the user whose performance you want to review.
  4. The User 360 view will appear, displaying consolidated performance metrics from all CRM Plus applications assigned to that user.