Managers Evaluation (agent performance)

The Managers Evaluation section helps you track support performance across the team and per individual agent based on your configured criteria. It gives you a clear, measurable view of quality and how it changes over time — so you can identify top performers, spot coaching opportunities, and monitor consistency.

How to use it

• Use Select Criteria to choose what you want to analyze (e.g., total score or a specific criterion).

• Filter by Date Range (quick presets like 1w / 2w / 1m / 6m / 1y or custom dates) to see trends for a specific period.

• Compare agents side by side to understand who is consistently meeting standards and where specific gaps appear.

💡Useful tips: Use this view to guide 1:1 coaching and team calibration: focus on agents with low or declining scores, drill into the criteria that drive the drop, and review conversation examples to pinpoint what to change. Over time, you can track whether coaching improves scores, validate that criteria are applied consistently, and spot recurring issues that may require updated playbooks, training, or knowledge base improvements.