> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tabbly.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Performance Metrics

> Agent performance scoring, CSAT, NPS, and comprehensive performance tracking

## Overview

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

## Agent Performance Scoring

### 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

### Performance Dashboard

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

## Customer Satisfaction (CSAT) Tracking

### 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

### 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

## Net Promoter Score (NPS) from Calls

### NPS Collection

**NPS Question**

* "How likely are you to recommend us?"
* 0-10 scale
* Collected post-call
* Automated process

### 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

## First Call Resolution Rate

### FCR Definition

**What is FCR?**

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

### 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

## Transfer Rate to Human Agents

### 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

### Reducing Transfers

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

## Call Abandonment Rate

### 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

## Best Practices

<AccordionGroup>
  <Accordion title="Track Consistently">
    Monitor performance metrics regularly. Consistency helps identify trends and issues.
  </Accordion>

  <Accordion title="Set Goals">
    Set clear performance goals. Track progress and adjust strategies accordingly.
  </Accordion>

  <Accordion title="Act on Data">
    Use metrics to drive improvements. Don't just collect data—act on insights.
  </Accordion>

  <Accordion title="Benchmark">
    Compare against industry benchmarks and your own historical performance.
  </Accordion>
</AccordionGroup>