Agent Performance & Coaching Intelligence

CloudServe Inc. · Nov 1–30, 2024 · 500 Agents Across 3 Tiers

Team FCR Rate
73.8%
+2.1%
Avg Handle Time
8.9min
-0.4 min
Escalation Rate
12.4%
+1.2%
Team CSAT
4.3/5
+0.2
Reopen Rate
9.1%
-0.8%
KB Usage Rate
11.2/100
+3.1

Agent Performance Radar — Top 3 vs. Coaching Targets

Jordan M. (Top)
Priya S. (Mid)
Marcus T. (Critical)

FCR Rate by Agent — Last 30 Days

Escalation Rate Distribution

Agent Performance Ranking

Agent FCR Rate CSAT AHT Escalation Reopen Throughput KB Usage Coaching Priority
Jordan M. 82.0% 4.6 7.1m 8.0% 6.2% 9.4/hr 18 Mentor
Sarah K. 79.3% 4.5 7.8m 9.1% 7.0% 8.9/hr 15 High
Alex R. 76.8% 4.4 8.2m 10.3% 7.8% 8.1/hr 12 Medium
Priya S. 71.0% 4.2 9.8m 11.0% 10.1% 7.2/hr 4 KB Training
David L. 68.5% 4.1 10.3m 13.2% 11.4% 6.8/hr 7 AHT Focus
Emily C. 66.2% 4.0 11.1m 15.7% 12.3% 6.2/hr 5 High Priority
Marcus T. 58.0% 3.8 12.3m 26.0% 14.7% 5.1/hr 2 Critical
Lisa W. 74.1% 4.3 8.6m 10.8% 8.9% 7.9/hr 13 Good

Coaching Session Impact — FCR Delta

CSAT Trend by Cohort — 30-Day Rolling

Top Escalation Reason

Billing Issues
34% of all escalations
Billing 34%
Technical 28%
Feature Request 19%

Agents Needing Coaching

37 / 500
Below 70% FCR threshold
Critical (FCR <60%) 8
High (FCR 60-65%) 12
Medium (FCR 65-70%) 17

Channel Complexity Mix

Knowledge Base Usage vs. Handle Time — Agent Correlation

Each dot = one agent. Size = ticket volume. Color = CSAT tier.