Support AI Skill

Agent Performance Analytics

Comprehensive analytics on individual and team agent performance including tickets handled, response times, resolution rates, CSAT, quality scores, SLA compliance, productivity, and peer benchmarking with automated insights. Use when measuring agent perform...

Agent Performance Analytics

Comprehensive analytics on individual and team agent performance to drive coaching, recognize excellence, identify skill gaps, and optimize overall support team productivity.

Workflow

1. Agent KPI Collection and Scorecard Generation

  1. Core performance metrics per agent:
   AGENT SCORECARD — Sarah Mitchell (L2 Agent, 18 months tenure)
   Period: January 1-15, 2026 (15 days)
   ================================================
   
   VOLUME METRICS:
     Tickets handled: 234
     Tickets assigned: 241
     Tickets resolved: 221 (94.4% of handled)
     Tickets pending: 13 (5.6%)
     Avg tickets/day: 15.6
     
   SPEED METRICS:
     First response time: 8.2 min avg (team avg: 10.1 min) → ABOVE AVERAGE ✓
     Resolution time: 3.4 hours avg (team avg: 4.1 hours) → ABOVE AVERAGE ✓
     Reply interval: 21.3 min avg (team avg: 24.7 min) → ABOVE AVERAGE ✓
     
   QUALITY METRICS:
     CSAT score: 4.7/5.0 (team avg: 4.3/5.0) → ABOVE AVERAGE ✓
     Quality review score: 92/100 (team avg: 85/100) → ABOVE AVERAGE ✓
     First contact resolution: 73% (team avg: 68%) → ABOVE AVERAGE ✓
     Reopened tickets: 3 (1.3%, team avg: 2.1%) → ABOVE AVERAGE ✓
     Negative CSAT responses: 2 (0.9%, team avg: 1.8%) → ABOVE AVERAGE ✓
     
   COMPLIANCE METRICS:
     SLA compliance rate: 98.7% (team avg: 96.2%) → ABOVE AVERAGE ✓
     SLA breaches: 3 (vs team avg: 6) → ABOVE AVERAGE ✓
     Escalation rate: 8.1% (team avg: 11.2%) → ABOVE AVERAGE ✓
     Ticket reassignment rate: 4.3% (team avg: 7.8%) → ABOVE AVERAGE ✓
     
   PRODUCTIVITY METRICS:
     Tickets per productive hour: 2.1 (team avg: 1.8) → ABOVE AVERAGE ✓
     Handle time per ticket: 28 min avg (team avg: 34 min) → ABOVE AVERAGE ✓
     Breaks taken: 10 (within policy: 2/day) ✓
     After-hours work: 4.2 hours (within threshold: <5 hrs/week) ✓
     
   COMPOSITE PERFORMANCE SCORE: 94/100
   Percentile rank: 92nd percentile (top 8% of team)
   Trend: ↑ 3 points from last period (improving)
   
   SKILL BREAKDOWN:
     Skill Category        | Score | Team Avg | Rating
     ----------------------|-------|----------|-------
     Technical troubleshooting | 96  | 86       | ★★★★★
     Customer empathy         | 94   | 88       | ★★★★★
     Billing support          | 91   | 84       | ★★★★☆
     Documentation            | 89   | 85       | ★★★★☆
     Escalation handling      | 93   | 87       | ★★★★★
     Communication clarity    | 95   | 89       | ★★★★★
  1. Team-level performance dashboard:
  1. Automated scorecard delivery:

2. Trend Analysis and Predictive Insights

  1. Performance trend detection:
  1. Predictive analytics:
  1. Correlation analysis:

3. Coaching Priority and Action Planning

  1. Automated coaching recommendations:
   COACHING RECOMMENDATIONS — Weekly Auto-Generated
   ==================================================
   
   PRIORITY 1 — Urgent (declining performance):
   Agent: James T.
   Issue: CSAT dropped from 4.4 to 3.8 over 3 weeks
   Root cause hypothesis: Handling more billing tickets (complex, lower CSAT)
   Recommendation: Billing support training + shadow top performer (Sarah M.)
   Deadline: Complete training by Jan 25
   
   PRIORITY 2 — Improvement opportunity:
   Agent: Maria L.
   Issue: Resolution time 6.2 hours (45% above team average)
   Root cause hypothesis: Thorough but inefficient troubleshooting process
   Recommendation: Troubleshooting efficiency workshop + decision tree training
   Deadline: Review progress in 2 weeks
   
   PRIORITY 3 — Recognition and retention:
   Agent: Sarah M.
   Issue: Top 8% performer but after-hours work increasing (potential burnout risk)
   Recommendation: Acknowledge excellence + reduce ticket allocation by 10%
   Action: Manager conversation scheduled Jan 20
   
   PRIORITY 4 — Skill gap filling:
   Agent: David K. (new hire, 6 weeks)
   Issue: Escalation rate 22% (vs 11% team avg, but expected for new hire)
   Recommendation: Continue standard onboarding, pair with mentor for 4 more weeks
   Progress: ↓ from 35% escalation rate at week 2 → on track
  1. Skill gap identification:

Templates & Frameworks

Agent Performance Dashboard

TEAM PERFORMANCE DASHBOARD — January 2026
==========================================

TEAM OVERVIEW:
  Active agents: 42 (L1: 28, L2: 12)
  On PTO this week: 3
  New hires (this month): 4
  Average tenure: 14.2 months
  
  Team composite score: 82/100 (↑ 2 from December)
  Performance distribution:
    Top 25% (score >88): 11 agents (26.2%)
    Middle 50% (score 72-88): 23 agents (54.8%)
    Bottom 25% (score <72): 8 agents (19.0%)

TEAM KPIs (Last 30 Days):
  Metric                     | Team Avg | Target    | Status | Trend
  ---------------------------|----------|-----------|--------|------
  Tickets handled/agent      | 178      | 180       | ⚠ -1.1%| ↗ ↑
  First response time        | 10.1 min | <15 min   | ✓      | ↘ ↓
  Resolution time            | 4.1 hrs  | <5 hrs    | ✓      | ↘ ↓
  CSAT score                 | 4.3/5.0  | >4.0      | ✓      | → =
  First contact resolution   | 68%      | >65%      | ✓      | ↗ ↑
  SLA compliance             | 96.2%    | >95%      | ✓      | ↗ ↑
  Quality review score       | 85/100   | >80       | ✓      | → =
  Reopened tickets           | 2.1%     | <3%       | ✓      | ↘ ↓
  Escalation rate            | 11.2%    | <15%      | ✓      | ↘ ↓

TOP PERFORMERS (This Month):
  Rank | Agent        | Score | Tickets | CSAT   | FCR    | Recognition
  -----|--------------|-------|---------|--------|--------|------------
  1    | Sarah M.     | 94    | 234     | 4.7/5.0| 73%    | 🏆 Agent of Month
  2    | Tom R.       | 92    | 228     | 4.6/5.0| 71%    | ★★★★★
  3    | Lisa K.      | 91    | 215     | 4.6/5.0| 70%    | ★★★★★
  4    | Alex P.      | 89    | 219     | 4.5/5.0| 69%    | ★★★★☆
  5    | Maria L.     | 88    | 201     | 4.5/5.0| 68%    | ★★★★☆

NEEDS ATTENTION (This Month):
  Rank | Agent        | Score | Primary Issue              | Action Taken         | Deadline
  -----|--------------|-------|----------------------------|---------------------|----------
  1    | James T.     | 68    | CSAT declining (4.4→3.8)   | Training + mentoring | Jan 25
  2    | Kevin W.     | 66    | High escalation rate (28%) | Skill assessment     | Jan 22
  3    | Rachel H.    | 65    | Slow resolution (8.2 hrs)  | Efficiency coaching  | Jan 28
  4    | Mark D.      | 64    | High reopen rate (5.4%)    | Quality review       | Jan 24
  5    | Amy S.       | 63    | Low productivity (9.2/d)   | Workload assessment  | Jan 21

WORKLOAD DISTRIBUTION:
  Average tickets/agent: 178
  Highest load: Sarah M. (234 tickets, 31% above avg) ⚠
  Lowest load: David K. (112 tickets, new hire — expected)
  Workload balance score: 78/100 (acceptable, but top-heavy)
  
  Recommended rebalancing:
    Transfer 15 tickets from Sarah M. to team pool
    Add capacity: Consider hiring 2 more L1 agents (current utilization: 89%)

TRAINING IMPACT:
  Training completed this month: 34 courses across 22 agents
  Performance improvement post-training (avg): +4.2 points
  Training completion rate: 67% (target: >70%) ⚠
  
  Most effective training:
    "Billing Support Mastery" → +6.1 points avg improvement
    "Advanced Troubleshooting" → +5.4 points avg improvement
    "Customer Empathy" → +4.8 points avg improvement

COACHING SESSIONS:
  Scheduled this month: 12
  Completed: 9 (75%)
  Improvement after coaching (avg): +5.7 points (measured at 30 days)
  Coaching priority queue: 8 agents needing attention this month

PREDICTIVE INSIGHTS:
  Burnout risk (high workload + declining metrics): 3 agents flagged
  Promotion readiness (L1 → L2): 4 agents meet criteria
  New hire ramp tracking: 4 new hires, avg 62% of team avg (on track for 80% by week 8)
  Attrition risk (engagement decline): 2 agents flagged for manager check-in

Performance Review Template

QUARTERLY PERFORMANCE REVIEW — Q4 2025
Agent: Sarah Mitchell | Period: October 1 - December 31, 2025
===============================================================

PERFORMANCE SUMMARY:
  Composite score: Q3 91 → Q4 94 (↑ 3 points)
  Percentile rank: 92nd (top 8% of team)
  Overall rating: EXCEEDS EXPECTATIONS
  
KEY ACHIEVEMENTS:
  1. Highest CSAT on team (4.7/5.0) for all 3 months
  2. Reduced resolution time by 12% while maintaining quality
  3. Mentored 2 new hires (both on track for ramp completion)
  4. Created 5 internal KB articles (most on team)
  5. Zero SLA breaches in November (perfect month)
  
STRENGTHS:
  • Technical troubleshooting (96/100 — top skill)
  • Customer empathy (94/100)
  • Communication clarity (95/100)
  • Consistency (minimal week-to-week variance)
  
AREAS FOR GROWTH:
  • After-hours work trending up (3.2 hrs → 4.2 hrs/week) → burnout risk
  • Workload management (handling 31% above team avg) → sustainability concern
  • Delegation opportunities (could mentor more systematically)
  
GOALS FOR Q1 2026:
  1. Maintain CSAT >4.6 while reducing ticket load by 10%
  2. Complete "Leadership Fundamentals" training (promotion path)
  3. Mentor 1 additional new hire
  4. Create workflow automation template (share best practice)
  5. Manage after-hours work <3.5 hrs/week
  
COMPENSATION AND RECOGNITION:
  Q4 performance bonus: $2,400 (top 10% tier)
  Recognition: Agent of Month (November, December)
  Promotion readiness: On track for L3 consideration Q2 2026
  
MANAGER COMMENTS:
  "Sarah continues to be our benchmark agent. Her technical depth and customer 
  empathy are exceptional. Key focus for Q1: sustainable workload management and 
  leadership development to prepare for L3 transition."

Integration Points

Edge Cases

Output

Monthly Performance Summary

TEAM PERFORMANCE MONTHLY SUMMARY — January 2026
================================================

TEAM HEALTH SCORE: 82/100 ✓ (↑ 2 from December)

KEY WINS:
  1. CSAT improved to 4.3/5.0 (↑ 0.1 — team record)
  2. First contact resolution reached 68% (↑ 3% — target achieved)
  3. SLA compliance at 96.2% (↑ 1.2% — sustained improvement)
  4. 4 agents achieved "Top Performer" status for 3+ consecutive months
  5. Training completion rate improved to 67% (↑ 8%)

AREAS FOR IMPROVEMENT:
  1. Bottom 25% agents still 15 points below team average
  2. Workload imbalance: Top 5 agents handling 20% of all tickets
  3. Training completion not yet at 70% target
  4. 3 agents flagged for burnout risk

COACHING IMPACT:
  Agents coached last month: 12
  Average improvement after coaching: +5.7 points
  Coaching ROI: $18,000/month estimated (from improved resolution and CSAT)

NEXT MONTH PRIORITIES:
  1. Complete burnout risk interventions (3 agents)
  2. Hire 2 additional L1 agents (reduce workload pressure)
  3. Launch "Leadership Fundamentals" program (4 promotion-ready agents)
  4. Implement automated performance alerting (real-time metric drop detection)
  5. Q1 performance review preparation (schedule with all 42 agents)