Measure support agents fairly
Without numbers, agents are judged by impression. Eight indicators read together give a balanced picture: speed, quality, compliance and satisfaction.
The indicators and how to read them
| Indicator | Read it right |
|---|---|
| Tickets assigned | With complexity, not alone |
| Tickets resolved | Against assigned, not across teams |
| Average response time | Key to requester experience |
| Average resolution time | Varies by category |
| First contact resolution | Efficiency and routing accuracy |
| Reopened tickets | High means rushed fixes |
| SLA compliance | Reflects prioritization |
| CSAT | The requester's voice |
How do you evaluate your team today?We show performance reports on sample data.
Agent performance questions
Is comparison fair?
When agents are compared within the same team and categories, reading indicators together.
Does waiting time count against agents?
No, allowed "waiting for customer" pauses are excluded.
Evaluate by numbers, not impressions
Balanced indicators that motivate and reveal training needs.
- Personal dashboards
- Targets per indicator
- Monthly reports