Team MomentumSample workspace
Performance.
Every improvement starts with a clear next step.
KPI score (MTD)84.25 / 100 pts
Only metrics switched on in the KPI builder count toward this score. Other metrics are tracked for visibility.
CSATIn KPI score
4.90
Customer Satisfaction · 42.5 / 50 pts
ARIn KPI score
86.4%
Agent Resolution · 29.75 / 35 pts
AHTIn KPI score
1583s
Average Handling Time · 12 / 15 pts
FCRTracked
79.8%
First Contact Resolution
STRTracked
26.8%
Survey Take Rate · target ≥ 40%
Below targetTTSTracked
70.7%
Transfer to Survey · target ≥ 95%
Below targetAFRTracked
55s
Average First Response · target < 60s
On targetPTPTracked
94.8%
Pay to Performance · target ≥ 95%
Below targetConcurrencyTracked
2.0
Concurrency · target ≥ 1
On targetRamp DownTracked
2.6%
Ramp Down · target ≤ 10%
On targetKPI score trend
Daily, weekly and monthly view of the team’s results.
Agent KPI scores
Bracket points per included metric, total out of 100, and grade.
| October 2026 | CSAT (50%) | AR (35%) | AHT (15%) | Total | Grading | |||
|---|---|---|---|---|---|---|---|---|
| Score | Points | Score | Points | Score | Points | |||
| Alex Morgan | 4.84 | 0 | 87.2% | 29.75 | 1389s | 14.25 | 44 | Needs Improvement |
| Jamie Chen | 4.91 | 42.5 | 87.4% | 29.75 | 1490s | 12.75 | 85 | Average |
| Taylor Wilson | 4.93 | 47.5 | 85.5% | 29.75 | 1575s | 12 | 89.25 | Average |
| Jordan Lee | 4.88 | 40 | 87.4% | 29.75 | 1622s | 12 | 81.75 | Satisfactory |
| Sam Rivera | 4.90 | 42.5 | 85.5% | 29.75 | 1679s | 0 | 72.25 | Needs Improvement |
| Casey Brooks | 4.96 | 50 | 85.4% | 29.75 | 1739s | 0 | 79.75 | Needs Improvement |
| This is for KPI forecasting and monitoring purposes only. | ||||||||
Performance metrics
Every synced metric per agent, with team totals. Only metrics switched on in the KPI builder count toward the score.
| Agent name | Survey count | CSAT | AR | True FCR | Blank count (FCR) | FCR blank % | AHT (sec) | STR | TTS | AFR | PTP | Concurrency | Ramp down |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Alex Morgan | 200 | 4.840 | 87.23% | 78.77% | 0 | 0.00% | 1389 | 26.02% | 70.43% | 52.91 | 94.85% | 2.00 | 2.07% |
| Jamie Chen | 205 | 4.907 | 87.43% | 79.68% | 0 | 0.00% | 1490 | 26.60% | 69.48% | 56.63 | 96.02% | 2.01 | 2.57% |
| Taylor Wilson | 214 | 4.925 | 85.45% | 79.24% | 0 | 0.00% | 1575 | 28.37% | 72.08% | 53.23 | 94.27% | 2.01 | 2.95% |
| Jordan Lee | 203 | 4.877 | 87.37% | 80.26% | 0 | 0.00% | 1622 | 26.56% | 69.95% | 57.89 | 95.58% | 2.08 | 2.52% |
| Sam Rivera | 198 | 4.899 | 85.47% | 79.49% | 0 | 0.00% | 1679 | 25.86% | 71.37% | 55.30 | 94.11% | 2.00 | 2.47% |
| Casey Brooks | 212 | 4.958 | 85.45% | 81.46% | 0 | 0.00% | 1739 | 27.67% | 71.05% | 53.80 | 94.18% | 2.11 | 2.79% |
| Team scores | 1232 | 4.902 | 86.39% | 79.81% | 0 | 0.00% | 1583 | 26.85% | 70.73% | 54.96 | 94.84% | 2.03 | 2.56% |
Close the gap
Pick an agent. We do the math, one day at a time.
| Five (5s) needed | Sum of survey | Total survey | CSAT targets | |||||||
|---|---|---|---|---|---|---|---|---|---|---|
| 4.85 | Per day (15) | 4.88 | Per day (15) | 4.92 | Per day (15) | 4.95 | Per day (15) | |||
| Alex Morgan | 968 | 200 | 14 | 0.9 | 67 | 4.5 | 200 | 13.3 | 440 | 29.3 |
| Jamie Chen | 1006 | 205 | -78 | ✓ | -46 | ✓ | 33 | 2.2 | 175 | 11.7 |
| Taylor Wilson | 1054 | 214 | -107 | ✓ | -80 | ✓ | -14 | ✓ | 106 | 7.1 |
| Jordan Lee | 990 | 203 | -36 | ✓ | 6 | 0.4 | 110 | 7.3 | 297 | 19.8 |
| Sam Rivera | 970 | 198 | -64 | ✓ | -31 | ✓ | 52 | 3.5 | 202 | 13.5 |
| Casey Brooks | 1051 | 212 | -152 | ✓ | -137 | ✓ | -99 | ✓ | -32 | ✓ |
| YES needed | YES count | Total Y/N | AR targets | |||||||
|---|---|---|---|---|---|---|---|---|---|---|
| 81% | Per day (15) | 85% | Per day (15) | 88% | Per day (15) | 91% | Per day (15) | |||
| Alex Morgan | 608 | 697 | -228 | ✓ | -103 | ✓ | 45 | 3.0 | 292 | 19.5 |
| Jamie Chen | 598 | 684 | -231 | ✓ | -110 | ✓ | 33 | 2.2 | 272 | 18.1 |
| Taylor Wilson | 605 | 708 | -165 | ✓ | -21 | ✓ | 151 | 10.1 | 437 | 29.1 |
| Jordan Lee | 602 | 689 | -231 | ✓ | -109 | ✓ | 36 | 2.4 | 278 | 18.5 |
| Sam Rivera | 600 | 702 | -165 | ✓ | -22 | ✓ | 148 | 9.9 | 432 | 28.8 |
| Casey Brooks | 599 | 701 | -164 | ✓ | -21 | ✓ | 149 | 9.9 | 433 | 28.9 |
| AHT seconds to shave | Current AHT | AHT targets | |||
|---|---|---|---|---|---|
| 1643s | 1509s | 1403s | 1303s | ||
| Alex Morgan | 1389s | -254 | -120 | -14 | 86 |
| Jamie Chen | 1490s | -153 | -19 | 87 | 187 |
| Taylor Wilson | 1575s | -68 | 66 | 172 | 272 |
| Jordan Lee | 1622s | -21 | 113 | 219 | 319 |
| Sam Rivera | 1679s | 36 | 170 | 276 | 376 |
| Casey Brooks | 1739s | 96 | 230 | 336 | 436 |
Below passingPassing, push to the next targetTop target reachedNegative numbers = room to spare