Performance tracking

Staff, then Performance answers the question every server owner asks: who is actually carrying the ticket load?

The signals

For each staff member over a 7, 30, or 90 day window:

Closes. Tickets they resolved. Only staff-closed tickets count; AI resolutions, member self-closes, inactivity closes, and dashboard force-closes never inflate anyone's numbers.
Replies. Counted per turn: consecutive messages from a staff member count as one reply, and a new one is counted only after the ticket opener responds.
Avg claim to close. How long tickets take from claim to resolution.

Attribution

Credit for a close goes to whoever claimed the ticket, or to the closer when nobody claimed it. You can change this rule on the Payroll page; performance and payroll always use the same rules, so the two pages never disagree.

Reading it fairly

Numbers are signals, not verdicts. Pair them with member reviews (by staff member, on the Reviews page under Tickets) before drawing conclusions: fast but sloppy and slow but loved look identical in a closes column.