---
title: Agent Performance Review
slug: secure-assist/agent-performance-review
icon: 🎖️
createdAt: 2025-09-10T06:50:32.600Z
---

### 📈 Average Score Metrics

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:

- Monitor performance at both individual and team levels 
- Detect patterns (e.g., recurring errors, low compliance) 
- Take proactive coaching actions 
- Track progress over time 
- Make informed decisions using data-backed insights 

It creates a structured and transparent quality monitoring ecosystem.

### 🏅Top Performing Agent

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:

- Recognizing top performers 
- Identifying potential mentors or trainers 
- Reward & recognition programs 
- Understanding best practices from high performers 

**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**

- **Recognition:** Use this ranking to highlight agents in team meetings or awards. 
- **Coaching:** Understand what top performers are doing right and replicate best practices. 
- **Benchmarking:** Set performance standards based on top agent metrics. 
- **Gamification:** Motivates teams through transparent, positive competition.

### 📉  Low Performing Agents

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



### Compliments

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:

- View individual sessions 
- Read exact customer compliments 

Understand context of praise.