Agent Scorecard

What is Agent Scorecard

An agent scorecard is a tool used to evaluate an agent’s performance based on a set of key performance indicators (KPIs) and quality standards. In an AI-powered contact center, scorecards are often automated, pulling data from various systems to provide a holistic view of performance. This includes metrics like customer satisfaction, first contact resolution, and adherence to compliance guidelines. These scorecards provide a fair and objective way to measure performance and identify coaching opportunities.