Agent Performance Metric

Overview

The Agent Performance KPI measure the performance of help desk agents by tracking how they perform on key metrics, such as call handled, first-call resolution, and customer sentiment. This KPI is used to identify which help desk agents are performing well, and which ones are performing poorly.

This example incorporates principles of gamification. Gamification, in the content of help desks, is used to track individual agent performance by assigning agents points for tasks completed. For example, some gamification models will assign points to an agent for responding to a ticket in a certain amount of time, or for getting a customer "kudos."

Success indicators

• An agent with high scores for customer satisfaction, number of calls/tickets resolved, and other related metrics.