KPIs, Badges & Leaderboard

The Agent Performance Management service calculates gamified KPI achievements and real-time agent rankings.

Key Performance Indicators

1. Average Handle Time (AHT): Target handling efficiency.
2. First Contact Resolution (FCR): Percentage of issues resolved in initial segment.
3. Customer Satisfaction (CSAT): Post-call survey ratings.
4. Adherence to Schedule: Punctuality across assigned shifts.