Agent Performance Dashboard

Conversation Quality & Resolution Intelligence — Meridian Home Services

Oct–Nov 2025 • 340 agents • Voice (60%), Chat (28%), Email (12%)

Goal

Reduce 30-day repeat contact rate: 19% → 12%

Est. annual savings: $340K

FCR Rate (Overall)

78.4%

+3.2% vs. Oct

Empathy-Resolution Corr.

0.64

-0.08 vs. Oct

Misdiagnosis Rate

8.7%

+2.1% vs. Oct

Repeat Contact Rate

19.3%

+6.1% vs. Oct

Avg Talk:Listen Ratio

0.68

-0.04 vs. Oct

Escalation:Resolution

1:4.2

+0.3 vs. Oct

First Contact Resolution Rate by Issue Category

Empathy-Resolution Correlation by Agent

● High Perf (FCR≥85%) ● Mid Perf (70-84%) ● Coaching Focus (<70%)

Misdiagnosis Rate by Agent Cohort

Conversation Archetype Distribution (Weekly)

Smooth Resolution

Guided Discovery

Deflection Attempt

Frustrated Repeater

Escalation Path

Knowledge Gap Index by Topic

QA Score Variance by Issue Category

Agent Quality Profile — Top Performer vs. Coaching Focus

Sarah K. (Top Performer)

Derek M. (Coaching Focus)

Escalation-to-Resolution Flow

Initial Contacts

12,840

Escalations

2,380

(18.5% of contacts)

Resolved

10,060

(78.3% FCR)

Agent Performance Detail — November 2025

Agent	FCR %	Empathy	QA Score	Talk:Listen	Misdiag %	Contacts	Status
Sarah K.	94.2%	87	91	0.48	3.1%	418	Top Performer
Marcus T.	89.7%	82	88	0.52	4.8%	392	High Performer
Jennifer L.	86.3%	79	84	0.59	5.9%	367	High Performer
Robert C.	77.1%	75	78	0.65	7.4%	401	Avg Performer
Amanda P.	73.8%	81	76	0.71	8.9%	358	Avg Performer
Kevin R.	68.2%	72	73	0.76	10.3%	334	Watch List
Derek M.	58.4%	79	71	0.81	14.2%	287	Active Coaching
Lisa W.	61.7%	68	69	0.83	12.8%	312	Active Coaching

Meridian Home Services • Agent Performance Dashboard • Data as of Nov 30, 2025