Performance Metrics

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Overview

Track and measure agent performance with comprehensive metrics including quality scores, customer satisfaction, and conversion rates.

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Agent Performance Scoring

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Scoring Components

Conversation Quality

• Naturalness score
• Understanding accuracy
• Response appropriateness
• Overall quality rating

Goal Achievement

• Success rate
• Goal completion
• Outcome quality
• Effectiveness score

Efficiency Metrics

• Average call duration
• Calls per hour
• Time to resolution
• Resource utilization

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Performance Dashboard

• Individual agent scores
• Comparative analysis
• Trend tracking
• Improvement recommendations

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Customer Satisfaction (CSAT) Tracking

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CSAT Collection

Post-Call Surveys

• Automated surveys
• Quick rating (1-5 stars)
• Optional feedback
• High response rates

CSAT Metrics

• Overall CSAT score
• CSAT by agent
• CSAT by campaign
• CSAT trends

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CSAT Analysis

Score Distribution

• Excellent (5 stars)
• Good (4 stars)
• Average (3 stars)
• Poor (2 stars)
• Very Poor (1 star)

Improvement Strategies

• Identify low-scoring areas
• Address common issues
• Implement improvements
• Track progress

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Net Promoter Score (NPS) from Calls

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NPS Collection

NPS Question

• “How likely are you to recommend us?”
• 0-10 scale
• Collected post-call
• Automated process

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NPS Calculation

Score Categories

• Promoters (9-10)
• Passives (7-8)
• Detractors (0-6)

NPS Formula

• NPS = % Promoters - % Detractors
• Range: -100 to +100
• Industry benchmarks
• Goal setting

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First Call Resolution Rate

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FCR Definition

What is FCR?

• Issues resolved in first call
• No follow-up needed
• Customer satisfied
• Efficient resolution

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FCR Tracking

Measurement

• Track resolution status
• Monitor follow-up needs
• Calculate FCR percentage
• Track by agent and issue type

Improvement

• Identify common issues
• Improve agent capabilities
• Reduce follow-up needs
• Increase FCR rate

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Transfer Rate to Human Agents

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Transfer Metrics

Transfer Rate

• Percentage of calls transferred
• Transfer reasons
• Transfer timing
• Transfer outcomes

Transfer Analysis

• Why transfers occur
• Transfer patterns
• Agent-specific transfers
• Optimization opportunities

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Reducing Transfers

• Improve agent capabilities
• Handle more scenarios
• Better training
• Continuous improvement

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Call Abandonment Rate

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Abandonment Tracking

Abandonment Metrics

• Abandonment rate
• Abandonment timing
• Abandonment reasons
• Impact on operations

Reducing Abandonment

• Reduce wait times
• Improve IVR
• Better queue management
• Provide alternatives

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Best Practices