Contents
① Getting Started — Loading Your Data
② Filters
③ KPI Cards
④ Escalation Alert Panel
⑤ Charts Overview
⑥ Operational Owner Scorecard
⑦ How the Score & Grade is Computed
⑧ Supervisor Overrides
⑨ Rejection Error Analysis
⑩ Monthly Historical Scores
⑪ Active Pipeline Monitor
⑫ Productivity Log Tab
⑬ Coaching Logs
⑭ Shared Drive Sync
⑮ SOP — Weekly Review Workflow
① Getting Started — Loading Your Data
The portal runs entirely in your browser. No internet required after opening. All data stays local on your network.
Option A — CSV Upload (manual):
Export your ClickUp task list as CSV → Drag it onto the upload zone or click Browse CSV File → Wait for the ✅ confirmation message.
Option B — ClickUp Live Sync (when enabled):
Click 🔄 Sync from ClickUp → Enter your Cloudflare Worker URL → Click Sync Now. Pulls all tasks from this year automatically.
⚠️ Use Chrome or Edge. Do not modify CSV column headers before uploading.
② Understanding the Filters
All filter dropdowns are multi-select. Every filter applies simultaneously and updates all charts, KPIs, tables, and the pipeline monitor in real time.
| Filter | What it controls |
|---|
| Month / Year | Scope by task creation month |
| Week / Day | Narrow to specific work week or day of week |
| Assignee / Owner | Isolate one or more staff members |
| Transaction Type | Filter by ticket category |
| State DMV | Filter by state processed for |
| Status | Filter by current task status |
| Coaching Log | Toggle to show only tasks that have a coaching entry attached |
③ KPI Cards
Total Allocated Volume
Total tasks in scope. The denominator for all rate calculations.
Closed Cases
Tasks with status Closed or Complete, with close rate %.
Avg Cycle Days
Average days from creation to close for closed tasks only.
Rejected by County
Tasks with any rejection signal, shown with error density %.
④ Escalation Alert Panel
The red alert box appears automatically when tasks meet either trigger:
🔴 Open tasks older than 25 days — past the SLA window, not yet closed
🔴 Hold tasks over 7 days — sitting in Hold, State Rej/Hold, or Element Archive Hold for more than 168 hours
⑤ Charts Overview
Tasks Completed by Owner — Closed task count per owner, top 10. Click any bar to drilldown.
Top Rejection Defect Causes — Top 5 rejection reasons by count. Click to see all tasks in that group.
Daily Workflow Pulse — Unique task touches per day, last 20 active days. Spots volume gaps or spikes.
⑥ Operational Owner Scorecard — Column Guide
| Column | What it means | Clickable? |
|---|
| Allocated | Total tasks assigned to this agent in the current filter scope | ✓ Opens full task list |
| First-Pass Count | Tasks that reached a terminal status with zero rejection signals | ✓ Opens clean task list |
| Failed First-Pass | Tasks with any rejection flag at or before terminal status | ✓ Opens failed list + Override button |
| Excused | Rejections a supervisor has marked as not the agent's fault | ✓ Opens override log |
| First-Pass Rate % | First-Pass Count ÷ Allocated × 100 | — |
| Avg Cycle Days | Average days from task creation to close (closed tasks only) | — |
| Avg Open→Move | Average days tasks sit before any status change | — |
| On Hold | Tasks currently in any hold status variant | ✓ Opens hold task list |
| Rejected Tasks | Tasks with any rejection signal (after excused overrides) | ✓ Opens rejected list + Override button |
| Reject Events | Total rejection labels — one task can have multiple events | ✓ Opens event detail |
| Re-Rejected | Tasks rejected more than once — agent resubmitted incorrectly | — |
| Attendance % | Manually entered by supervisor. Affects the letter grade. | Editable input |
| Daily Avg | Average tasks per day from the Productivity Log. Green ≥ target, amber ≥ 75% of target, red below. | ✓ Set Ramp Plan |
| Score | Composite score out of 100 — informational, does not determine letter grade | — |
| Coaching Sessions | Total coaching entries logged for this agent across all tasks | ✓ Opens full coaching history |
| Performance Grade | A/B/C/D based on Failed First-Pass Rate + Attendance Modifier | ✓ Opens grade breakdown |
⑦ How the Score & Grade is Computed
There are two separate things — the Composite Score (a number out of 100) and the Performance Grade (A/B/C/D). They are calculated differently.
PART 1 — Performance Grade (A/B/C/D)
The grade is based only on Failed First-Pass Rate — the percentage of tasks that had to be redone because of a defect or rejection.
What is "Failed First-Pass"?
A task fails first-pass when it reached a terminal status (Closed, Sent to DMV, etc.) but had a rejection label or flag on it — meaning it was sent back at some point before closing.
A task passes first-pass when it went from start to terminal status with zero rejection signals — clean, no rework.
Open or in-progress tasks are not counted — they haven't been processed yet so they can't pass or fail.
AFailed FP < 3%
Near-zero rework
B3.1% – 6.5%
Within tolerance
C6.6% – 10%
Approaching limit
Then attendance adjusts the grade:
≥ 95% attendance
No change to grade
85% – 94%
Drop 1 grade (A→B, B→C, C→D)
75% – 84%
Drop 1 grade (stacks)
< 75%
Drop 2 grades from base
Example: Agent has 1.5% failed FP → Base Grade A. But attendance is 70% → drops 2 grades → Final Grade C.
PART 2 — Composite Score (out of 100)
The score is a full picture of performance across 5 areas. It does not determine the letter grade — it's informational and useful for comparing agents who have the same grade.
| Component |
Weight |
Max Pts |
Plain English |
| First-Pass Rate |
40% |
40 pts |
Banded — ≥98%=40pts · 95–97%=30pts · 90–94%=20pts · below 90%=0pts (fail threshold) |
| Re-Rejection Rate |
15% |
15 pts |
Banded — ≤1%=15pts · 2–3%=10pts · 4–5%=5pts · above 5%=0pts (fail threshold) |
| Quality (Reject Rate) |
25% |
25 pts |
Banded — ≤2%=25pts · 3–4%=15pts · 5%=8pts · above 5%=0pts (fail threshold) |
| Attendance |
10% |
10 pts |
Banded scoring — 100%=10pts · 95–99%=8pts · 90–94%=6pts · 85–89%=4pts · 80–84%=2pts · below 80%=0pts. Entered manually by supervisor. |
| Productivity |
10% |
10 pts |
Daily avg ÷ target (20/day tenured, 15/day month 2, 10/day month 1) × 10. Hitting target = 10 pts. From Productivity Log. |
Worked Example — Jasmin Reyes:
First-Pass Rate: 97.6% → band 95–97%= 30 pts
Re-Rejection Rate: 0.5% → band ≤1%= 15 pts
Quality (Reject Rate): 1.7% → band ≤2%= 25 pts
Attendance: 89% → band 85–89%= 4 pts
Productivity: 17.7 ÷ 20 × 10= 8.85 pts
Total Score= 82.9 / 100 → Grade C
Score 82.9 falls in the 75–84 band → Grade C. Attendance at 89% only earns 4/10 pts — a significant drag. Improving attendance to 95%+ would add 4 more pts and push toward Grade B.
⑧ Supervisor Overrides — Excusing Rejections
Not every rejection is the agent's fault. County errors, customer-provided incorrect documents, or external DMV issues can cause rejections that should not count against the agent.
How to excuse a rejection: Click the Failed First-Pass or Rejected Tasks count for any agent → find the task → click ✎ Excuse → enter your name and the reason → Save.
Effect: Excused tasks are subtracted from the Failed First-Pass count and the Reject Rate — both the grade and the score improve.
Audit trail: Click the Excused column for any agent to see the full override log with supervisor name, reason, and timestamp.
⑨ Rejection Error Analysis & Quality Matrix
Groups all rejected tasks into defect categories and shows frequency and risk level.
Critical Bottleneck — defect type is >25% of all rejections. Needs immediate SOP fix.
Medium Variance — 10–25% contribution. Address in next review cycle.
Low Exposure — under 10%. Monitor but manageable.
⑩ Monthly Historical Performance Scores
Shows each agent's letter grade for every calendar month, calculated from tasks created in that month. Hover over any badge to see the exact Failed FP Rate for that month. A dash (—) means no tasks that month.
Use this to spot declining trends — an agent going A→B→C over three months needs proactive coaching before it becomes a D.
⑪ Active Pipeline Monitor
All non-closed tasks, sorted oldest first. Paginated at 50 rows — use Prev/Next or search to navigate.
Days Since Created — amber above 10 days, red above 25 days.
Hold Duration — hours from ClickUp's Time In Status. Populated only for tasks currently in a hold status.
⑫ Productivity Log Tab
A self-contained daily work logger. No separate spreadsheet needed — entries here feed directly into the scorecard's Daily Avg and Productivity score.
Agent view: Select your name → click + Log Today's Work → enter the date, day notes, then one row per task with Access ID/VIN, Status, Client, and Comments → Save. Each day is collapsible. You can edit or delete any entry.
Supervisor view: Select 👁 Supervisor View to see all agents' logs combined. Read-only — supervisors cannot add entries on behalf of agents.
Ramp Plan targets:
To set a ramp plan: In the scorecard, click the + Set Ramp button in an agent's Daily Avg cell → select their hire month → Save. The portal automatically applies the right target based on how many months have passed.
⑬ Coaching Logs
Attach coaching notes directly to specific tasks. In any drilldown popup, click the blue underlined task name to open the coaching log for that task.
The form captures: date (pre-filled), supervisor name, coaching notes, and an optional action item.
Multiple sessions can be logged per task over time. Each entry shows who logged it and when.
Click the Coaching Sessions count in the scorecard to see all sessions for that agent across all tasks.
Click ⬇ Export & Print inside the coaching log to generate a print-ready coaching record for HR or file.
⑭ Shared Drive Sync
All portal data (coaching logs, overrides, attendance, ramp plans, productivity entries) is stored in a single file — tt-portal-data.json — on your shared network drive. This keeps all supervisors in sync automatically.
To connect: Click 🔗 Connect Shared Drive in the header → select the portal folder on your network drive → click Allow. The badge turns green when connected.
After connecting: Every save (coaching log, override, attendance, productivity entry) writes to the shared file instantly. No manual export needed.
Requires: Chrome or Edge. Open the HTML file directly from the shared drive — do not download it first.
Backup buttons (⬇ Export Backup / ⬆ Import Backup) in the header let you download the full data as a JSON file and restore it if needed. Recommended: export a backup weekly.
⑮ SOP — Weekly Review Workflow
Follow this standard sequence every week when reviewing the dashboard with your team.
1
Export & Load
Export the current ClickUp CSV every Monday morning (or click Sync from ClickUp if enabled). Confirm the task count looks right before proceeding.
2
Clear Escalations First
Check the red Escalation Alert Panel. Every flagged task needs a status update or active owner before you move on.
3
Review KPIs
Note the Rejection Rate. Flag for discussion if it exceeds 5% — that is the quality fail threshold.
4
Scorecard Review — Sort by Score
Sort the scorecard by Score ascending. Any agent with Grade C or D requires a coaching conversation this week. Click their Failed First-Pass count to see the specific tasks.
5
Check Re-Rejection Column
Any agent above 5% re-rejection rate is at the fail threshold. They resubmitted incorrectly after a rejection — this is within their control.
6
Approve or Excuse Overrides
Review new rejections. If caused by a county error or bad customer documents, use the Excuse button so it does not unfairly penalize the agent.
7
Rejection Root Cause
Review the Rejection Error Analysis. If any defect type shows Critical Bottleneck (>25%), address it in team briefing this week.
8
Pipeline Sweep
Filter the Active Pipeline by Hold status. Any task on hold beyond 7 days with no update must be escalated to the owner directly.
9
Monthly Trend Check
Review the Monthly Historical Scores table. Look for declining score trends across months. Flag for proactive coaching before it becomes a D.
Luna · Designed & built by Mark Maulanin · Tags & Titles Operations · 2026
