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Lofty Support Portal
Your personal Lofty workspace — schedule, performance, coaching, QA, and support tools in one place.
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Today's Schedule
Needs Your Attention
💰 Spiff Programs
Ticket Audit
LottiLive
Lotti, Lofty Support Portal's own bot — KPI, schedule, PTO, and coaching lookups. Ask and carry on, we'll notify you when it's ready.
What Lotti can do
📊
KPI & PerformanceWhy your score moved, what's dragging it, and what to fix.
🗓️
Schedule & PTORemaining PTO balance, request status, upcoming shifts.
🎯
Coaching & DisputesFollow-up dates, session history, DSAT dispute status.
Copilot Connection
Connects the company's internal Copilot AI service - shared across DSAT Review's AI triage, Service Recovery, and Lofty QA Evaluation's AI Pre-QA once connected here. Admin-only.
Alignment Consistency Check
Ask Lotti to review every approved Alignment (SOP/policy) record and active Lotti Knowledge item together and flag any that contradict each other - e.g. two SOPs giving conflicting instructions on the same situation. Admin-only, on demand (not run automatically).
My Team KPI Scores
Team CSAT Goal
Target: at least 95%
Team Long Call Goal
Target: below 5%
Rep Goal Tracker
Individual CSAT and long-call targets
CSAT ≥ 95% · Long calls < 5%
| Team Member | KPI Type | Eligible Workdays | CSAT | Productivity / Calls | LCR | Tickets | FRT | Team Metric | Updated Tickets | Bonus | Base KPI | Final KPI | Performance | Data Status |
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My KPI Score
| Metric | Actual | Points | Status |
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History
| Period | Base KPI | Final KPI | Performance | Data Status |
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Jira Activity
AM tickets you updated, commented on, or handed off from PH JIRA Support to CRM/Website Request Team. Informational only - does not affect your KPI score.
Summary of All Senior TSRs (MTD)
Calls Accepted, Zendesk Tickets Updated, and JIRA Tickets Updated for every active Senior TSR company-wide, regardless of team.
| Name | Calls Accepted | Zendesk Tickets Updated | JIRA Tickets Updated |
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Day by Day
WorkFlow Engine
Pick a category, answer a few questions, and get straight to the right next step.
Company-Wide MTD KPI (8AM–8PM ET)
| Metric | Definition |
|---|---|
| Call Completion Rate | Answered/connected inbound calls ÷ all inbound calls, 8:00 AM–8:00 PM Eastern Time only. Outbound calls are excluded. |
| Long Call Rate | Calls lasting 30 minutes or more ÷ accepted inbound calls. |
| CSAT | Good survey responses ÷ (good + bad) survey responses. |
CSAT — By Team & By Rep
By Team
| Team Lead | Good | Bad | CSAT Rate |
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By Rep
| Employee | Team Lead | Good | Bad | CSAT Rate |
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Currently in Training
No one is currently in training.
| Name | Reports To (Training) | Channel | Since |
|---|
Daily EOD Report
Day-by-day snapshot to track the dip and up. Months before daily capture began show only that month's final snapshot. Onsite/WFH/Present/Out counts let you check whether a dip or improvement lines up with the day's work-setup mix or staffing gaps. Present is always Onsite + WFH; Late is shown separately since a late entry doesn't record which setup that employee was in.
| Date | Call Completion Rate | Long Call Rate | CSAT | Onsite | WFH | Present | Late | Planned Out | Unplanned Out |
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| Date | Day | Schedule |
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My Schedule Requests
| Request ID | Date | Type | Details | Reason | Status | Approver Notes | Updated | Actions |
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| Date | Day | Status |
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Enter attendance for your direct reports here — it flows straight into their KPI numbers on the next refresh. Dates already covered by an approved PTO request are locked and can't be changed here.
Manage full profile information for your direct reports here.
| Employee | Employee ID | Channel | KPI Type | Status | Actions |
|---|
Correct a direct report's schedule for one specific day — useful when what's on their schedule doesn't match what they're actually working, so tools like the Status Wall stop flagging them incorrectly. This only overrides the single day you pick here, not their recurring weekly schedule.
| Start | End | Activity |
|---|
Generates a Monthly Business Review deck for your team - Team Overview, Attendance, Productivity, CSAT, Coaching, and Pending/Reminders, with a few insight lines drafted by Copilot and fact-checked against your team's actual numbers by Groq. Schedule Adherence and completed Performance Evaluations aren't included yet - there's no reliable structured data for either in this portal.
Service Recovery — Your Team
Bad CSATs your reports received this period. "Contacted" is detected automatically once that employee's own Team Lead or assigned Senior TSR replies on the ticket after the survey - "Recovered" means the customer replied back after that.
| Survey Date | Status | Contacted | AI Triage | Employee | Ticket | Comment |
|---|
Service Recovery Leaderboard
24-hour follow-up, 7-day bad→good conversion, and customer response rate, by team lead, company-wide.
| Rank | Team Leader | 24h Follow-up Rate | 7d Bad→Good Rate | Customer Response Rate |
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Spiff Programs
Spiffs earned across Lofty's incentive programs, in one place. Currently tracking the SMB Referral Rewards Program (a flat $5 per referral, paid once it reaches Closed Won) - more programs will show up here as they launch.
| Employee | Program | Date | Client | Category | Ticket | Status | Reward |
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Ticket Audit — Open Backlog
| Employee | Flag | Status | Ticket | Action | Age |
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Escalation Reconciliation
Cross-checks the "Lofty TA Escalations" Teams GC against Zendesk's
escalated_to_supervisor tag, refreshed daily. Endorsed in chat, missing the tag
Escalated in the GC but never (or no longer) carries
escalated_to_supervisor in Zendesk - invisible to any tag-based report.| Ticket | Status | Subject | Endorsed by | Endorsed at | Current tags |
|---|
Tagged, never endorsed in chat
Carries the tag in Zendesk but has no record of ever being posted to the tracking GC.
| Ticket | Status | Subject | Created |
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Lofty QA Evaluation
Score a ticket interaction against the fixed rubric below.
How scoring works
Yes earns full points, Partly earns half, and No earns zero. Use N/A only when a criterion genuinely does not apply - it's excluded from the available score. Any confirmed critical error automatically sets the final score to zero, regardless of points earned elsewhere. Passing score: 80%.
Scoring breakdown
Technical Performance carries the greatest weight because providing a correct and useful resolution is the most important part of the interaction.
AI Suggestion
Reviewer Rating
Critical Errors
Turn on only when the behavior clearly occurred.
Running score by agent
| Agent | Running Average | Pass Rate | Evaluations | Latest |
|---|
Most common coaching opportunities
Evaluation history
| Ticket | Agent | Date | Score | Status | Action |
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My QA Evaluations
| Ticket | Agent | Date | Score | Status | Action |
|---|
Lofty QA Evaluation
My Coaching
Coaching sessions your team lead has shared with you. Review and sign to acknowledge.
| Code | Date | Category | Team Lead | Status | Actions |
|---|
Team Coaching
| Employee | Code | Date | Category | Status | Actions |
|---|
My Evaluations
Probationary performance evaluations your team lead has shared with you. Review and sign to acknowledge.
| Period | Date | Team Lead | Average | Status | Actions |
|---|
My Probation Progress
Your own running probationary KPI score, updated live — visible even before a formal evaluation is shared with you. Process Compliance is entered by your team lead.
| Period | Worked Days | Productivity | CSAT | Process Compliance | Attendance | Total Score |
|---|
Team Evaluations
| Employee | Period | Date | Average | Status | Actions |
|---|
Probationary KPI Metrics
Running, live-computed KPI for direct reports still within their first 5 months - separate from the formal evaluation form above. Process Compliance is entered manually.
| Employee | Period | Worked Days | Productivity | CSAT | Process Compliance | Attendance | Total Score |
|---|
Position Your Photo
Drag to reposition, use the slider to zoom
Coaching Session
Performance Evaluation
I have reviewed and discussed the contents with my supervisor. My signature means that I have been advised of my performance and that I agree with this evaluation with my own comments indicated below.
Disciplinary Records
Cases decided by HR are shared here for you to review and sign.
| Employee | Infraction Date | Category | Tier | Instance # | Sanction | Status | Actions |
|---|
Disciplinary Record
Pre-review as Senior Operations Manager. Confirm or adjust the tier before this goes to HR for a final decision.
Final decision as HR. This is what gets shared with the employee.
PTO on this date
PTO on this date
My Alignment
SOP, process, and feature updates your team lead has shared with you. Review and e-sign to acknowledge.
| Title | Category | Effective Date | Due Date | Team Lead | Status | Actions |
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Team Alignment
| Title | Category | Effective Date | Due Date | Status | Acknowledged | Actions |
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Alignment Summary
Company-wide, across every team lead - not just what's currently pending.
| Team Lead | Total | Pending Approval | Approved | Rejected |
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Pending Approval
Alignment items submitted by team leads, company-wide, awaiting your decision.
| Title | Category | Team Lead | Targets | Due Date | Status | Actions |
|---|
Review Alignment Item
Lotti Knowledge
Admin-only reference content Lotti can draw on to answer any employee's question - never shown in the employee-facing Alignment tabs, no acknowledgment required. Use this for background info (like an internal contact directory) Lotti should know without anyone being assigned to read it.
| Title | Category | Active | Updated | Actions |
|---|
Operational Notes
A running log of anything that affected productivity or KPI performance - outages, policy changes, staffing gaps, leadership actions - so a dip or spike in completion rate or CSAT has a documented reason behind it. Visible to leadership roles only.
| Date | Category | Title | Scope | KPI(s) Affected | Impact | Status | Logged By | Actions |
|---|
Lofty Academy
Narrated training videos covering Zendesk, Jira, Lofty, and other onboarding and process topics — hosted by Max, your Lofty Training Assistant. Watch a video to the end and it's automatically marked complete on your progress.
Onboarding
Product & Process Training
Team Progress
| Employee | Completed |
|---|
Rephrase
Thinking...
Suggested text
Team PTO Calendar
PendingApproved
My PTO Requests
| Request ID | Date Requested | PTO Date Range | Workdays | Type | Reason | Status | Approver | Approver Notes | Decision | Updated | Actions |
|---|
Team PTO Review
Team leaders provide preliminary approval. Final approval and schedule integration are completed by the admin portal or Charlotte Sanchez.
| Request ID | Team Member | PTO Date Range | Workdays | Type | Reason | Status | Pre-Approval | Final Approval | Updated | Actions |
|---|
Shows PTO requests filed by leadership (team leads, BQA, and SOM), with full reason, notes, and approval history. Only visible to leadership - not reps.
PendingApproved
🏆 Recognition & Rewards
Earn points for the stuff you're already crushing - good ratings, sharp KPIs, showing up, and actually reading the SOPs. Then spend them on something nice.
This Month's Leaderboard
Bragging rights reset every month. Good luck.
| Rank | Employee | Points This Month |
|---|
🎁 Rewards Shop
Redeem responsibly. Or don't - hoarding points is a valid strategy too.
Your Redemption History
| Reward | Points | Status | Requested | Notes |
|---|
Manage Catalog
What's on offer, and what it costs. Visible to everyone once saved.
| Name | Description | Cost | Stock | Actions |
|---|
Pending Redemptions
| Employee | Reward | Points | Requested | Actions |
|---|
New Reward
Add New Hire
Adds them to the roster in training - you'll automatically see them under Coaching, Disciplinary, Alignment, Team Attendance, and Team Roster too, the same way any team lead sees their own direct reports.
Current Trainees
No one is currently in training.
Endorse to Ops
DSAT Review
Every bad CSAT rating for this period, company-wide. Flag one as Not Valid to file and decide a dispute in one step, or Approve/Reject a rep-filed dispute already pending. Once a DSAT stands as valid, you can start a coaching log on behalf of the rep's team lead.
| Survey Date | Status | Actions | AI Triage | Employee | Ticket | Comment |
|---|
All Coaching
Every coaching session filed company-wide, across every team lead. Read-only oversight - drafts stay private to the team lead until sent.
By Team
| Team Lead | Total | Awaiting Signature | Acknowledged |
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By Rep
| Employee | Team Lead | Total | Awaiting Signature | Acknowledged | Most Recent |
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All Sessions
| Code | Employee | Team Lead | Date | Category | Status |
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Staffing Forecast
Select Forecast from a request.
| Date | Voice Scheduled | Voice Already Out | Voice Proposed | Voice Remaining / Minimum | Non-Voice Scheduled | Non-Voice Already Out | Non-Voice Proposed | Non-Voice Remaining / Minimum | Senior Scheduled | Senior Already Out | Senior Proposed | Senior Remaining / Minimum | Status |
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