Platform · Free, no sign-up

Agent Performance Center

One place to follow each agent month by month: CSAT, QA, productivity, first response and resolution time against your targets. Log coaching sessions, see which rules flag a risk, and export a scorecard as CSV or PDF.

Optional: sync to your account Your data stays in this browser. Nothing is sent to a server.

Loading your workspace…

How flags and colours work

Every flag comes from a written rule, so you can see why an agent is flagged and decide if it is fair. The recommendations are rule-based sentences, not AI.

Below target on 2+ KPIs: Flag when the agent misses target on two or more of the five KPIs in the selected month.
QA below target 2 months running: Flag when the QA score is below target in the selected month and in the month before.
CSAT down more than 5 points: Flag when CSAT is more than 5 percentage points lower than in the month before.
First response time over target 2 months running: Flag when first response time is above target in the selected month and in the month before.
Overdue coaching follow-up: Flag when a coaching session has a follow-up date before today and is not marked done.
Colours: Green: at or better than target. Amber: misses the target by 5% of the target or less. Red: misses it by more. Grey: no data.
Formulas: Productivity = tickets solved ÷ working days. Team CSAT, QA, FRT and resolution = average of agent values. Team productivity = total tickets ÷ total working days.
Targets: Set them for the whole workspace or one team, for every month or one month. The most specific target applies. Until you set any, starter values are used; they are placeholders, not benchmarks.