Agent Performance Metric

Measure the performance of help desk agents according to key metrics.

Track all your Help Desk KPIs in one place

Sign up for free and start making decisions for your business with confidence.

Sign up with Google
Help Desk KPI Example - Agent Performance MetricHelp Desk KPI Example - Agent Performance Metric

Overview

The Agent Performance KPI measure the performance of help desk agents by tracking how they perform on key metrics, such as call handled, first-call resolution, and customer sentiment. This KPI is used to identify which help desk agents are performing well, and which ones are performing poorly.

This example incorporates principles of gamification. Gamification, in the content of help desks, is used to track individual agent performance by assigning agents points for tasks completed. For example, some gamification models will assign points to an agent for responding to a ticket in a certain amount of time, or for getting a customer "kudos."

Success indicators

  • An agent with high scores for customer satisfaction, number of calls/tickets resolved, and other related metrics.

Start tracking your metrics

Level up your analytics with a free forever PowerMetrics account