Team MomentumSample workspace
Settings.
Every improvement starts with a clear next step.
Monthly KPI builder
Switch a metric on to count it in this month’s KPI score. Points are awarded by bracket.
CSATCustomer Satisfaction · higher is better
≥→pts
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Anything outside these brackets earns 0 points.
ARAgent Resolution · higher is better · percent
≥→pts
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Anything outside these brackets earns 0 points.
AHTAverage Handling Time · lower is better · seconds
≤→pts
≤→pts
≤→pts
≤→pts
Anything outside these brackets earns 0 points.
FCRFirst Contact Resolution · higher is better · percent
Brackets: ≥82% → 35 · ≥78% → 33.25 · ≥77% → 29.75 · ≥75% → 28 pts (applied when included)
STRSurvey Take Rate · higher is better · percent
Target ≥%
TTSTransfer to Survey · higher is better · percent
Target ≥%
AFRAverage First Response · lower is better · seconds
Target <seconds
PTPPay to Performance · higher is better · percent
Target ≥%
ConcurrencyConcurrency · higher is better
Target ≥
Ramp DownRamp Down · lower is better · percent
Target ≤%
KPI grading scale
Each agent's total KPI points get the first grade whose minimum they reach.
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Audit categories
Pick a category, then manage its reasons and owners. Choosing a reason in Case audit fills in its Category and Owner.
18categories126reasons
ReasonOwner
Opportunity domains & decision tree
Define a focus, identify a driver, agree on an action.
Monthly data upload
Upload any of the three files for 2026-10. Each file only updates its own figures. Rows are matched to agents by Platform ID.
Uses: Agent Name (Platform ID) · Date Only · Knowledgeable rating · Courteous rating · FCR value. CSAT = average of the two ratings (Knowledgeable alone if Courteous is blank). AR = both “Yes” answers ÷ survey returns. FCR = “Yes. resolved in one interaction” ÷ survey returns.
First column: agent Platform ID. Other columns: one per day (10/1, 10/2 …) with AHT in seconds. Monthly AHT = average of the daily values.
Columns: Agent Name (Platform ID) · Date · STR · TTS · AFR · PTP · Concurrency · Ramp Down. One row per agent per day. Percentages may be 40, 40% or 0.4; AFR in seconds.