Agent Performance Intelligence

Team FCR

93.2%

+1.8% vs target

Team CSAT

91%

last 7 days

Avg Handle Time

4:32

-0:18 from baseline

Top Performers

above 95% FCR

Coaching Queue

need attention

Sarah Martinez

Customer Service · Tier 2 · 2.3 years tenure

Top Performer FCR Champion Mentor

FCR Rate

96%

+4%

CSAT Score

97%

+2%

Avg Handle Time

4:12

-0:24

Adherence

94%

+1%

FCR Trend — Last 14 Days

Today's Performance

Calls Handled

First Call Resolution

Escalations

4.8

Avg Survey Score

AI Coaching Insights

✓ Recognition

Top Performer — Week 3 Streak

Sarah has maintained 95%+ FCR for 3 consecutive weeks. Her call handling patterns show strong first-contact diagnosis skills.

◎ Coaching Tip

Handle Time Optimization

Sarah's AHT decreased 24s this week. Pattern analysis shows she's using the knowledge base more effectively. Consider having her share techniques with team.

◈ Pattern Detected

Mentorship Opportunity

Sarah's performance patterns correlate with 3 new agents she's worked with. Their FCR improved 12% after shadow sessions. Consider formalizing mentor role.

◎ Development

Skill Gap: Technical Tier 3

Sarah handles 94% of Tier 2 calls successfully but escalates 60% of Tier 3 technical issues. Training module recommended.

Peer Comparison — FCR

Bottom 10% Median Top 10%