Agent scorecard
A summary of an agent’s call-quality performance across scored calls.
An agent scorecard summarizes how an individual agent performs across their scored calls: average score, the rate at which they meet specific goals, and standout best and worst calls. It turns per-call evaluations into a view a manager can coach from.
When scorecards are built on automated QA across every call rather than a small sample, they reflect real performance instead of the handful of calls that happened to be reviewed.
