Agent Performance Review

In the Detailed Report section, you will find the average score for the selected agent. This metric aggregates scores over:

1. Agent ID

Unique identifier for each agent. Used to track individual performance over all evaluated interactions.

2. Avg Communication Score

Shows how effectively the agent communicates with customers. Scores are displayed in color-coded circles.

3. Avg Empathy Score

Measures the agent’s emotional intelligence and ability to understand customer needs.

4. Avg Compliance Score

Shows how well the agent follows required guidelines.A score of 100% means the agent consistently meets all compliance requirements.

5. Avg Resolution Score

Indicates the agent's ability to accurately resolve customer issues. Lower scores (orange/red) suggest additional training may be needed.

6. Avg Handling Time

Represents the average amount of time the agent takes to handle an interaction.Time values are also color-coded to show performance efficiency.

7. Avg Final Score

This is the overall score for the agent, calculated by combining all parameter scores based on their weights.

8. Total Interactions

Shows the number of interactions (calls/chats/emails) evaluated for that agent.

How to Interpret the Table

✔ Identify top performers

✔ Spot improvement needs

✔ Compare agents fairly

✔ Track trends over time

🎯 How This Helps Supervisors

With these views, supervisors can:

It creates a structured and transparent quality monitoring ecosystem.

The Top Performing Agents section highlights the highest-scoring agents for the selected period. This view provides a quick snapshot of who is performing exceptionally well based on their Average Final Score derived from all evaluated interactions.

This feature is useful for:

Rank - Displayed at the top of each card (1st, 2nd, 3rd, etc.). Score - The percentage shown (e.g., 90%, 87%, 81%) represents the agent’s overall performance score across all evaluated interactions. Agent ID - The unique identifier of the agent (e.g., 40007, 50001).

What Managers Can Use This For

The Low Performing Agents section highlights agents whose overall scores fall below the expected performance threshold. This visualization helps supervisors quickly identify individuals who may require additional coaching, training, or process support.

This chart focuses on Agents vs lowest Avg Final Scores during the selected period.

What This Visualization Helps With

✔ Quick identification of struggling agents

✔ Performance comparison

✔ Coaching prioritization

✔ Trend analysis



The Compliments dashboard highlights positive customer feedback captured during support interactions. It helps organizations recognize high-performing agents and understand what customers appreciate most about their service experience.

Each row represents an agent with complimented sessions.

Click the arrow (>) to:

Understand context of praise.