Agent Performance & Workforce Optimization

Avg CAHT
0.94
-0.08 MoM
Avg Quality Composite
77.2
+1.4 MoM
Schedule Adherence
91.3%
-0.7pp MoM
Coaching ROI (Avg CAHT Δ)
-11.2%
post-coaching improvement
Attrition Risk (High-Risk)
4
+1 MoM
Avg Cost/Resolution
$13.40
-$0.90 MoM

Agent Efficiency Quadrant

TPPH by Complexity Tier — Team Comparison

Coaching ROI Waterfall

Schedule Adherence Trend

Skill Coverage Heatmap

Morning
Afternoon
Evening
Night
Billing
4
5
2
1
Technical
3
4
3
2
Account Mgmt
5
6
4
3
Sales Support
2
3
2
1
3+ agents
2 agents
<2 agents (gap)

Top & Bottom Performers

Agent Team CAHT Quality Adherence Tickets Quadrant
S. Chen Alpha 0.76 89 94% 247 Stars
M. Rodriguez Beta 0.81 86 92% 233 Stars
A. Patel Gamma 0.88 82 89% 211 Stars
K. Williams Delta 0.93 77 91% 198 Workhorses
J. Thompson Alpha 1.15 84 88% 176 Quality Champions
L. Martinez Beta 1.28 68 85% 142 At Risk
D. Kim Gamma 1.42 62 79% 118 At Risk
N. Jackson Delta 1.51 59 76% 97 At Risk