Team Performance Forecast: Who to Keep, Coach, Train or Replace

Frequently asked questions

How does the tool decide between coach, training and replace?

It extends each metric's trend over the last 3 months by 3 more months. Keep = every target met today and in 3 months. Coach = close to target, or below but improving. Training = below target with no improvement. Replace = below target on 2 or more metrics and getting worse.

How is the 3-month forecast calculated?

For each person and metric, it draws a straight-line trend through the last 3 months and extends it. A CSAT of 86%, 85% and 84% falls about 1 point a month, so it forecasts about 81% in 3 months. The details view also shows a likely range.

How do you evaluate call center or support agent performance?

Compare each agent with the same 3 to 5 targets every month, for example CSAT, first contact resolution, handle time and QA score. Look at the trend as well as the latest month: an agent slightly below target but improving needs different support from one who is sliding. This tool does both for the whole team at once.

What should a performance improvement plan for an agent include?

One or two metrics to fix with a clear target and deadline (usually 30 to 60 days), weekly 1:1s with reviews of real tickets or calls, the training or shadowing the agent will get, and the date of the final review. The PDF report from this tool gives you the starting numbers and the root cause for each agent.

Is 3 months of data enough to decide on an agent?

It is enough to see a direction, not to be certain. Use the result to plan the conversation, coaching or training, and update the numbers every month. Start hiring a backup early when the trend keeps falling, because a new hire usually needs 2 to 3 months to be ready.