Agent QA & Coaching Intelligence

Kestrel Support Operations — Multi-dimensional quality metrics across 18 agents

Avg QA Score
77.3
+2.1 vs. Q1
Escalation Accuracy
70%
+9% wk8
Avg Empathy Score
4.12
-0.08
Calibration Variance
6.2
-5.0 pts
First Contact Res.
68%
+4%
CSAT ↔ QA Correl.
0.71
+0.06

QA Score × Ticket Complexity Tier

Tier 1 (Simple)
Tier 2 (Moderate)
Tier 3 (Complex)
Dana M.
91
74
58
Carlos R.
88
82
79
Lena T.
85
76
71
Jordan K.
84
78
75
Maya P.
81
73
62
Sam V.
78
69
64
Red border: Priority coaching case (≥30pt tier gap)

Coaching Cadence vs. QA Score Delta (90d)

Policy Adherence Rate by Ticket Type

Agent QA Performance Leaderboard (Last 30 Days)

Agent Team QA Score Empathy Escalation Acc. FCR % Coaching Sessions Δ Score (30d)
Dana M. Alpha 91 4.6 82% 74% 3 +8
Carlos R. Alpha 88 4.4 78% 71% 2 +3
Lena T. Beta 85 4.2 73% 69% 2 +5
Jordan K. Alpha 84 4.3 76% 68% 1 -1
Maya P. Beta 81 4.0 68% 66% 4 +6
Sam V. Gamma 78 3.9 65% 61% 5 +11
Taylor H. Gamma 74 3.8 62% 59% 3 +4
Alex C. Gamma 68 3.6 58% 54% 6 +9

Empathy Signal Score Distribution

Time-to-Competency After Onboarding (Days to QA ≥75)

FCR by Channel

Escalation Accuracy Trend (12 wks)

QA Calibration Variance (12 wks)

Repeat Contact Attribution Breakdown (Root Cause Analysis)

CSAT vs. QA Score Correlation (r=0.71)

Agent Improvement Velocity (QA Δ per Coaching Session)