Agent Scorecards

Marcel Gravelle

26-Jul-2022

What are Agent Scorecards?

Agent scorecards are used to guide agents and understand their overall performance by combining several key metrics to create a single, overall measure of individual agent performance.

 Low scores highlight areas where improvement might be needed, and high scores highlight an agents, organizations or divisions strengths.

The arrows you see are used to let you know if metrics:

Have gotten a little worse  

Are improving

Have stayed about the same

There are many benefits to using Agent scorecards and measuring key performance metrics, and we are going to cover some of those in this article.

What are the benefits of Agent Scorecards?

• Track performance

Firstly, It allows you to track performance in product and service quality, helping you save time, money and valuable resources by putting all this data into one report that allows you to see the scores of all metrics that have been agregated into one overall score. Use these scores to know where an agents strenghts are and where their weaknesses lie.

• Easily pinpoint focus on areas that need improvement

Additionally, you can use agent scorecards to make better decisions for the future of your organization. Supervisors can coach their agents and pinpoint, based on supportbenchs’ automatically generated scoreboard, where they should focus their time and energy to improve performance.

Supportbench looks at a wide variety of quality, productivity and effectiveness metrics and assigns a weight based on the importance of each metric, to give an overall score.

Not only do we measure individual agent performance, but we also measure divisional and organizational performance – allowing you to make decisions for the better of your organization!

• Track the engagement on your Knowledgebase Documents

Use scorecards to track the scores of your knowledgebase documents. Supportbench scorecards go beyond measuring performance on an organizational level or individually for agents, we also track the performance of your Knowledgebase Documents that you release. Review their engagement and make the call on if anything needs a little editing.

In order to review your Agent Scoreboards:

1. Click on configuration and KPI Scorecards
2. Navigate to “Agent”
   
3. Once your within your Agent reports, you can filter by agent, time period, and review individual metrics:
   

Here’s a quick video on viewing your agents scorecards: