Agent Performance
Who Needs Coaching, and on Which Step
Calls taken, calls missed, handling time, and the rating sit on one row per person. Open the row and the gap is a step on the queue's standard, not a vague note about call quality.
- MCMaya Chen5628
- JOJames Okonkwo41116
- PSPriya Shah3309
James Okonkwo · handling 0:48 · 11 missed
What a Manager Can Actually See
One Row per Person
Calls, how many were inbound or outbound, how many were missed, handling time, and the rating, for the period you pick.
Missed Calls in the Same Line
A high rating with a pile of missed calls is a different problem from a low rating on the calls they did take. Both are on the row.
Handling Time Next to the Rating
Someone fast and someone thorough do not look the same. Average handling time sits beside the score so you are not reading one number alone.
The Step They Are Missing
Because the audit and the scorecard are per step, the gap is specific: confirmed who was calling, or offered the next step. Not just that the number is low.
The Queue, Not Only the Person
Roll the same measures up by queue or by team. If everyone on accounts misses one step, that is the script, not twenty separate coaching sessions.
A Note on the Call That Prompted It
Attach the coaching to the calls that caused it, then look at the next period and see whether that step improved.
Accounts standard · this week
- GreetingMetMet
- Confirmed who was callingMetMissed
- Read the balance backMetMet
The coaching is the verification step, not a general talk about quality.
What the Rollup Is Worth
The Session Is About One Step
You sit down to talk about confirming who is calling, with the calls where it was missed, instead of a general conversation about quality.
A New Starter Shows Up Within Days
The weekly numbers say whether they are closing the gap or repeating the same miss. You do not wait for the end of the month.
A Whole Queue Failing Is Visible
When the miss is shared, you change the script or the standard. Coaching twenty people for a process problem wastes the week.
The Person Doing It Well Is Obvious
The row with the rating and the missed calls also shows who to learn from, on the same measures as everyone else.
The Rest of Call Analytics
The dashboard is the rollup. The audit, the scorecard, and the mood of the call are what it is adding up.
Flag a call as a low, medium, or high risk of an SOP breach, then have a person confirm it.
Build your own scoring criteria and let AI apply them consistently.
Track how callers actually feel and which phrases keep coming up.
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See how AutoCall brings your calls, reporting, and AI agents into one platform, so your team books more without growing headcount.
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