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Agent performance

The KPI page lets you compare how individual agents are performing on the same customer metrics you track at survey level — NPS, CSAT, and CES. This is the heart of coaching and recognition: it shows who is delighting customers and who might need support.

Comparing agents for a survey​

  1. Open the KPI page.
  2. Go to the Agent comparison tab.
  3. Choose a survey in the filter bar at the top of the page.
  4. The agent comparison table lists every agent with at least one response, with a row each and these columns:
ColumnWhat it tells you
AgentThe agent's name
ResponsesHow many responses are attributed to them
NPSTheir Net Promoter Score for this survey
CSATTheir average customer-satisfaction figure
CESTheir average customer-effort figure

Agents only appear once they have responses attributed to them, so the table reflects real activity rather than your full roster. You can Export CSV of the comparison to share it.

Benchmark rows​

Beneath the table, two summary rows help you put each agent in context:

  • Average — the mean NPS, CSAT, and CES across all listed agents.
  • Best in class — the highest score achieved on each metric.

Use these to see who is pulling ahead of the team average and who is setting the bar.

tip

Always read the Responses column alongside the scores. A perfect NPS from two responses is not as meaningful as a strong NPS from two hundred. Volume tells you how much confidence to place in the number.

The staff leaderboard​

Alongside the comparison table, a staff leaderboard card highlights your top agents by response volume. Each entry shows the agent's rank, name, response count, and an NPS badge, so you can see your most active and best-performing people at a glance.

The leaderboard is a quick recognition tool — pair it with the Coaching badges to celebrate strong performers.

Scorecards​

A scorecard is a per-agent view of these KPIs — one agent's NPS, CSAT, CES, and response count read together as their personal performance summary. The agent comparison table is effectively a stack of scorecards, one row per person, so you can scan the whole team and then focus in on individuals.

The KPI page also has its own Scorecard tab, which shows the custom KPIs you have defined (see Configuring KPIs) as target cards.

Use scorecards to:

  • Spot agents whose scores are slipping and offer coaching early.
  • Recognise consistently high performers.
  • Balance workload — the response count shows who is handling the most feedback.

Tips for fair comparison​

  • Compare like with like. Scores naturally differ between surveys and channels; compare agents within the same survey.
  • Mind the volume. Low response counts make scores volatile. Give new or part-time agents time to build a representative sample.
  • Look at trends, not snapshots. A single low score is noise; a downward run is a signal.