Exposing systemic efficiency patterns across workload distribution, skill alignment, knowledge utilization, and resolution quality to drive cost-per-ticket from $14.20 to <$11.00 while maintaining CSAT ≥4.2
| Agent | FCR % | Throughput/Day | Alignment % | KB Use % | Handle Time | CSAT | Sentiment |
|---|---|---|---|---|---|---|---|
| M. Patel | 84.2 | 16.3 | 89 | 78 | 12.4m | 4.6 | 68 |
| K. Johnson | 79.1 | 19.8 | 83 | 71 | 11.2m | 4.4 | 62 |
| A. Rodriguez | 76.8 | 21.2 | 81 | 68 | 10.8m | 4.3 | 59 |
| D. Chen | 74.3 | 15.7 | 78 | 65 | 14.9m | 4.2 | 34 |
| S. Williams | 72.6 | 18.4 | 76 | 62 | 11.7m | 4.3 | 55 |
| L. Nguyen | 68.9 | 20.1 | 74 | 59 | 10.3m | 4.1 | 51 |
| R. Smith | 66.2 | 17.6 | 71 | 56 | 12.8m | 4.0 | 48 |
| T. Vasquez | 58.2 | 22.4 | 61 | 47 | 8.9m | 3.8 | 44 |