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Call Center Agent Performance Scorecard

A call center agent performance scorecard is a tool used to score and evaluate agents’ job performance. Scorecards can be a great way to determine what agents are doing well and how they could do better.

With an overall score in mind, they can get a better idea of how they’re performing in general and work towards improvement. For example, one scorecard might focus on customer service, while another might look specifically at the tone of voice and keywords used. There are many different types of agent scorecards, so no matter what metrics or components you’re monitoring, you can benefit from scoring your agents.

An agent scorecard template can help you get started creating and using scorecards. For example, if you’re looking to score your employees, you can use an employee performance scorecard template.

One of the great things about working with a call center agent scorecard template is that, although most of the scorecard is outlined for you, you can still tailor it to your individual business needs. It provides a solid framework to get started with, but still allows you the freedom to experiment and customize it according to your preferences.

Using a call center agent performance scorecard template helps you get a better sense of what should be included in a scorecard. Important things to look for include greetings, introductions, and whether or not the agents are able to effectively address customer pain points.

Filling out your scorecard with relevant metrics and criteria is key to watching for and finding the right things in calls. Without defining these metrics ahead of time, it can be difficult to catch critical moments. Call center agent performance scorecards make it easy for users to track performance in multiple areas and ultimately determine their level of success overall.

Call Center Quality Monitoring Scorecard

One of the primary advantages of using a call center quality monitoring scorecard is that you can more easily observe interactions between agents and customers and grade agents on their effectiveness. With a call center QA scorecard template, you can accurately assess quality control and determine what measures, if any, should be taken going forward to improve agents’ performance.

In addition to using a QA scorecard template, you can also view QA scorecard examples to see how other businesses have structured their scorecards and what criteria they listen for in calls.

Rather than trying to come up with a good format on your own, you can use a template for inspiration and tailor it to your business needs and preferences. This can help ensure you hit on all critical points and monitor the right things when evaluating calls.

Quality assurance is a crucial aspect of any customer-related call, and so it’s important that businesses know how to track it, whether through a scorecard or otherwise.

How to Create a Call Center Scorecard

Learning how to create a call center scorecard is the first step in conducting a successful call evaluation. You can use a call center scorecard template, which does most of the heavy lifting for you and outlines the most effective framework for tracking relevant criteria.

You might also turn to call center scorecard examples for ideas on how to monitor agent performance and what KPIs to monitor. They can also help you decide what not to do in your own evaluation.

For instance, if you find that certain metrics or criteria are irrelevant to your business operations, you can discard them and focus on other things. Different scorecards can be used to monitor different types of calls.

If you’re monitoring a service desk agent, you should use a service desk agent scorecard template. Likewise, if you’re listening in on calls that are specifically centered around customer service, you can consider using a customer service scorecard template.

Call Center Scorecard Metrics

There are many types of call center scorecard metrics that you can monitor. Some of the most common are customer satisfaction, transfer rate, and average time in queue. Metrics are used to assess the performance of agents, especially in relation to customer service, and are critical to evaluating the overall success of your call center.

Call center quality assurance grading depends heavily on metrics like these. More specifically, call center quality depends on the ability to monitor these metrics. As such, it can be helpful to use a sales performance dashboard template that displays each of these metrics on a dashboard. This is a great way to view metrics and assess performance without having to pull data from disparate systems.

In addition, studying sample comments for good customer service can be helpful when coaching agents on customer interaction protocols. Rather than leaving them to their own devices and hoping they’ll come up with the right thing to say on the spot, you can train them ahead of time to effectively respond to customers.

Call centers can use Authenticx to collect ongoing data without causing friction for customers. The platform brings a human aspect to conversational intelligence in healthcare. It analyzes conversations to uncover trends and help businesses track the metrics that are most important to them. Authenticx takes things a step beyond traditional scorecards and enables users to truly get to the heart of conversations to understand customers’ needs.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

See a Preview


Pull customer interaction data across vendors, products, and services into a single source of truth.


Collect quantitative and qualitative information to understand patterns and uncover opportunities.


Confidently take action with insights that close the gap between your organization and your customers.

Customer Satisfaction Performance Review

When conducting a customer satisfaction performance review, it’s important to gather all relevant criteria and compile it into a helpful report that speaks to agents at their level.

Jumbled or disorganized feedback can leave them feeling confused, and so call centers should work to make this information as digestible as possible. One of the ways they can do so is by using a customer performance review template. Templates like these outline the specific questions that should be asked. These templates also outline the various criteria that should be considered in the assessment.

You might also discuss customer service goals for performance review reports. Letting agents know where they’re at and what steps they might take to improve their performance down the road is an essential component of call center reviews.

Your customer service performance review questions should not only focus on agents’ current performance, but their long-term goals. A review template can help you structure your reviews effectively and ensure that you touch on all crucial points.

Call Center Reports Templates

Call center reports templates can be used to structure reports. There are different types of templates for different call centers and job types. For example, if you work at an outbound call center, you might try looking specifically for an outbound call center reports template. This will be better aligned with your business goals than a template designed for inbound centers.

It’s important to tailor your performance review template to your specific business needs for maximum results. This can ensure quality and continuity across the board.

A performance dashboard template can also be useful for those wanting to create dashboards to get an overview of agents’ performance. Dashboard information is critical to generating reports, so it pays to have quick, easy access to this data, and dashboards help call centers to keep it organized.

Authenticx gives call centers a comprehensive view of their agents’ performance by using conversational data to evaluate their voices. This can reveal key insights that can be used to better understand customers’ needs and drive business decision-making.

The platform’s Eddy Effect Dashboard centralizes relevant data. It offers users a detailed look into their performance analytics and key metrics such as costs and call length. Information obtained via the Eddy Effect Dashboard can help call centers create informative reports for agents. No matter which specific metrics you’re looking to track, it can be helpful to view them in an easy-to-use dashboard. This eliminates the need to jump from platform to platform to obtain various types of data.

Authenticx for Operations enables users to collect and analyze metrics, compile their findings into reports for agents, and more. Authenticx allows users to get the most out of the conversational data they already have.

It also helps them identify disruptions and extract more meaningful customer insights. With Authenticx, you can transform your call center and provide more helpful reporting to your agents. This can lead to better customer outcomes and, ultimately, increased revenue for your business.

Authenticx analyzes customer conversations to surface recurring trends.

Agent Performance Dashboard

Call centers are some of the busiest places on earth, and it can be difficult for managers or supervisors to determine how to allocate resources effectively to ensure that calls are received and processed in a timely manner. Thankfully, there are numerous tools that can help organizations navigate the often treacherous waters of call center customer service logistics. Utilizing tools like an agent performance dashboard and performance reports can provide invaluable insight to help call centers streamline operations and potentially provide better training programs for future agents.

Contemporary businesses have a variety of methods for tracking agent performance and productivity. One of the more recent and beneficial innovations in the realm of agent performance assessment is the supervisor dashboard or agent performance dashboard. Companies like Authenticx help organizations automatically generate their own agent performance report templates with the assistance of artificial intelligence and machine learning technology.

In most applications, employees can access the agent dashboard by following the instructions on the agent dashboard login screen. From the dashboard, an agent can usually find information about key performance indicators (KPIs), as well as other materials and information related to their regular duties. Some agent performance dashboard solutions also provide information about why callers are dialing in and how the interaction progresses for the duration of the call. Because call centers often see hundreds or thousands of calls on any given day, this kind of data aggregation can provide invaluable insight as to how an organization might improve its customer service and customer engagement strategies in general.

An agent performance report can provide key insights about who the caller is and what the reason for their call is, whether or not the issue was resolved and how quickly, as well as information about where the agent can improve performance. Because agents are often the first or primary point of contact for a customer, it’s crucial that agents have access to all of the training and information they need to provide rapid and excellent customer service.

Software solutions and dashboards are the tools they can utilize to help agents improve their own skills but they can also help a company identify a weakness or gap in training materials. In order to improve processes, one must first understand the strengths and weaknesses of the process as it exists in its current state – otherwise, there’s little way to tell if any changes are effective or not. A dashboard for customer service can show real-time or near-real-time data about how a customer service team or agent is performing based on a set of predetermined indicators.

Agent Dashboard

An online agent dashboard is essentially the primary hub that displays information about the agent’s activities, key performance indicators, and other data which can be analyzed and used to improve daily operations. Dashboards can also be utilized to help improve the customer experience by providing valuable customer data to administrators, sales teams, and marketing departments. And with an E-Agent login or live agent login, agents can easily access their agent dashboard to access critical information and reports.

By analyzing agent reports and other customer data, organizations can more readily determine whether or not improvements need to be made in regard to coaching or training initiatives for new agents. When an organization is able to harvest and share this much customer data across all its departments, multiple teams can achieve greater success and improve their workflows. Utilizing a dashboard for customer service purposes can ultimately make life easier for agents, their employers, and their customers as well.

Dashboards can display data in real-time to help agents monitor their performance and make adjustments as necessary. Like dashboards in automobiles, digital dashboards for customer service applications exist to display a wide range of information. Agents can view items like open tickets, assigned cases, charts, detailed reports, and other relevant information. By assessing and analyzing the information on an agent dashboard, the agent can make improvements to their workflow or tendencies and work to reduce or eliminate errors and other inefficiencies.

Similarly, supervisors and management personnel can access customer and agent information and analyze that data to develop better customer engagement strategies, better customer service protocols, more comprehensive training or coaching for call center agents, and much more. By leveraging the data collected from customer service calls, companies can understand their customer’s pain points better and work to eliminate those pain points or provide additional resources for customer support teams, who are then more prepared to assist customers.

Agent Dashboard Design

Quite a bit of research and planning goes into dashboard design; large organizations with more resources can afford to design dashboards that are simpler to navigate and can provide even greater insights to agents and other departments with relative ease. There are few rules or regulations about how dashboards are supposed to look or work. Still, it helps to utilize a dashboard solution that improves the lives of your organization’s employees – especially call center agents.

There are innumerable approaches to agent dashboard design and a wide variety of templates from which to choose. But with so many different designs available, it can be difficult to know which one is best suited for your applications. Researching what kinds of templates exist can be a great way to learn more about the capabilities and strengths of certain dashboard functionalities.

A customer service dashboard template, for instance, can provide information about why the customer is calling, information about their previous calls if applicable, and other relevant details. In addition to outbound call center reports excel templates, you can also find a call center agent performance report template, an agent performance dashboard excel template, or a maintenance KPI dashboard excel template. But it’s important to understand that templates are generally used as placeholders or guidelines; there may be some aspects of one template that you like more than others. In some instances, ideas or features from different templates can be fused into one or utilized in your organization’s dashboard.

At the end of the day, companies want to design and implement agent dashboards that can help their agents improve their workflow and provide stellar customer service. These companies must also consider how to make dashboards work for their other departments too, and ensure that multiple departments within the organization are able to communicate seamlessly so everyone is on the same page.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

See a Preview


Pull customer interaction data across vendors, products, and services into a single source of truth.


Collect quantitative and qualitative information to understand patterns and uncover opportunities.


Confidently take action with insights that close the gap between your organization and your customers.

Agent Dashboard Examples

From the customer service dashboard, an agent can quickly access customer information, case information, and other relevant information. Agent dashboards can also provide important analysis of agent performance, including assessments of KPIs and other measurable metrics. Other agent dashboard examples may include information about recent trends in the industry, company services or product updates, and anything that might allow an agent to do their job better.

Customer satisfaction dashboard examples might include information about response times, first-call resolution, promoter scores, and much more. On the other hand, customer experience dashboard examples can provide a greater understanding of customer data and how to leverage that data to improve the overall customer experience. By unifying and centralizing customer data, the relevant stakeholders throughout your organization have access to information that can drive better customer engagement and support strategies, improve call center response times and wait times, and more.

And by utilizing the dashboard for customer feedback analysis, companies can garner a more comprehensive sense of how to provide their customers with better customer service. Do agents need to work at spending less time on calls with customers? Are there ways agents can address customers’ needs more quickly? Are there aspects of your existing customer service process that customers really enjoy? Many questions may arise on a company’s journey to optimize call center logistics and agent dashboard solutions.

Customer Service Agent Dashboard

Many industry professionals believe that a robust customer service department is one of the best ways to develop customer loyalty. Even if a customer like a particular product or service provided by an organization, they may need a better experience with customer support to make another purchase. However, organizations that go to great lengths to ensure their customers are taken care of can generally expect to see more loyalty.

From a customer service agent dashboard, the agent can access all the necessary information to provide quick and helpful customer service. The more quickly agents are able to address a customer’s needs or concerns, the sooner they can move on to assist the next customer in the queue. And reduced wait times can also contribute to a better overall customer experience and an increased likelihood that customers will return to your company for more goods or services.

Similarly, a customer satisfaction dashboard would allow an organization to analyze aspects of the customer experience in order to provide better customer service in the future – whether that means providing additional training for agents, revamping products and services, or streamlining internal workflows. Customer satisfaction dashboards can provide a wealth of information for businesses to analyze and improve their efficiency. Just by accessing the dashboard for customer complaints, a customer service department could brainstorm several ideas to improve agent KPIs and overall customer satisfaction levels.

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