Agent Scorecards

Guide agents and understand their overall performance by combining key metrics to create a single, overall measure your agent scorecards.

Agent Scorecards

Track performance in product and service quality. Save time, money, and valuable resources by putting all this data into one report. Use scorecards to make better decisions for the future of your organization.

Agent Performance

Divisional Performance

Organizational Performance

Automatically Generated Scoreboard

Keep an organized view of your agent's performance

Overall Agent Score

Average Activities per Case

Total Time Spent

Open Case Rate

Close Case Rate

Case Escalation

Supervisors can coach their agents and pinpoint, based on Supportbench’s automatically generated scoreboard, where they should focus their time and energy to improve performance. Low scores highlight areas where improvement is needed, and high scores highlight an agent’s strengths. Use both to effectively improve your customer service and organizational standards.

Agent Scorecards that measure quality, effectiveness, and productivity

Supportbench looks at a wide variety of metrics and assigns a weight based on the importance of each metric in order to give an an overall score. Moreover, not only do we measure individual agent performance, but we also measure divisional and organizational performance.