25 Essential Metrics for Effective Agent Performance Monitoring

Imagine walking into your favorite coffee shop. You place your order, and the barista greets you by name, gets your order right every time and even remembers your love for extra whipped cream. That level of attentiveness doesn’t just make your morning brighter—it makes you want to come back. Now flip the scenario. The barista mixes up your order, shrugs off your complaint, and rolls their eyes at your request. Not so eager to return, are you?

Here’s the kicker: *82% of customers* would recommend a company based solely on excellent customer service. That’s right—great service is a dealmaker, and mediocre service is a dealbreaker.

For companies, this means one important thing—your customer service agents are the unsung heroes of your brand. But how do you know if they’re performing at their best? That’s where tracking agent performance metrics becomes critical.

In this blog, we’ll explore agent performance monitoring—the metrics you need to track, the tools to use, and the strategies to turn your team into service superstars. Whether you’re looking to boost productivity, improve customer satisfaction, or just keep your agents happy, this guide has you covered. Let’s get started!

Table of Contents

• Understanding agent performance monitoring and metrics
• Benefits of agent performance monitoring
• 25 key agent performance metrics
• Software to track agent performance metrics
• Strategies to improve agent performance using metrics
• Transform your support team into customer service superstars

Understanding agent performance monitoring and metrics

Think of your customer service agents as the frontline warriors in your brand’s quest for customer loyalty. Their performance can either win hearts or spark epic rants on social media. So, how do you ensure your team isn’t just busy but actually effective? That’s where agent performance monitoring comes in—a fancy term for keeping tabs on how well your agents do their jobs.

Imagine this: You’re running a coffee shop, and one of your baristas keeps serving lattes with salt instead of sugar. Customers walk away bewildered, and your Yelp reviews plummet. Now, had you monitored their “latte accuracy,” you could’ve saved both your business and countless taste buds. In the world of customer service, metrics are like those taste tests—they help measure how well your agents are hitting the mark.

These data points tell you everything from how quickly an agent resolves an issue (speed) to how happy the customer feels afterwards (quality). They’re the breadcrumbs leading you to the bigger picture of what’s working and what’s not.

When agents meet the performance benchmarks, they’re not just hitting targets—they’re boosting customer satisfaction, reducing cart abandonment, and building lasting loyalty. Without these insights, you risk slow response times, frustrated shoppers, and lost sales—ultimately impacting your bottom line and brand reputation.

Benefits of agent performance monitoring

Monitoring agent performance is essential for ensuring your customer service team operates efficiently, delivers great support, and keeps your customers happy. Let’s explain why keeping a close eye on agent performance can make all the difference.

• Boost customer satisfaction: When your agents know they’re being monitored, they’re more likely to respond quickly and accurately to customer inquiries. Happy agents lead to happier customers, directly impacting customer satisfaction scores and boosting loyalty.
• Identify training needs: Performance monitoring helps you pinpoint areas where your agents might be struggling. By tracking metrics like First Response Time or Average Handle Time, you can quickly identify knowledge gaps and set up targeted training sessions to fill those gaps.
• Optimize team efficiency: With performance data in hand, you can analyze where inefficiencies lie—whether it’s too many escalations, long wait times, or agents spending too much time on certain tasks. This allows you to streamline processes and allocate resources more effectively.
• Increase productivity: Monitoring performance helps you ensure your agents stay on track, use their time wisely, and stay engaged. You can reward top performers, address underperformance, and create a healthy competition that motivates the team to do better.
• Reduce agent burnout: Too much work without proper support can lead to agent burnout, which affects morale and performance. By keeping track of workload and recognizing signs of stress, you can take steps to alleviate unnecessary pressure and keep your team mentally healthy.
• Enhance training and development: Tracking performance over time lets you build personalized agent development plans. You’ll clearly understand who’s ready for more challenging tasks, who needs further coaching, and how you can guide their career growth.

Also read:A Detailed Guide to Customer Satisfaction Surveys

25 key agent performance metrics

In the world of customer service, tracking performance isn’t just a buzzword—it’s the roadmap to happier customers and more efficient agents. Every support interaction offers valuable insights, and understanding the right metrics can guide your team toward success. Let’s break down the key metrics that help you monitor agent performance like a pro!

1. Customer Satisfaction Score (CSAT)

CSAT measures how happy customers are after an interaction with your support team. It’s typically collected via surveys, where customers rate their experience on a scale (e.g., 1-10). High CSAT scores indicate happy customers, while lower scores pinpoint areas that need improvement.

• Impact: Higher CSAT boosts retention and referrals and significantly impacts loyalty. Studies show that “totally satisfied” customers are 3 to 10 times more likely to make repeat purchases compared to those who are only “somewhat satisfied”.
• Example: A customer rates an interaction with an 8 out of 10—this shows they’re mostly satisfied but may still have room for improvement.

How to calculate CSAT:

2. Customer Dissatisfaction Score (DSAT)

DSAT measures how unhappy customers are after an interaction. It’s useful for pinpointing where support efforts might be falling short. High DSAT scores help identify specific areas for process improvement.

• Impact: Lower DSAT improves customer experience and prevents churn by addressing root issues early.
• Example: Customers rate their experience as 3 out of 10, indicating dissatisfaction and pointing to possible process bottlenecks.

How to calculate DSAT:

3. Internal Quality Score (IQS)

IQS tracks how well your support team delivers service internally—through peer, manager, or self-reviews. It looks at factors like tone, adherence to processes, and resolution success.

• Impact: A high IQS means agents follow best practices and deliver consistent, quality service. Lower scores suggest areas where training or process adjustments are needed.
• Example: An agent scores 85% on an internal quality review, showing they deliver solid service—anything lower might need attention.

4. Net Promoter Score® (NPS)

NPS measures customer loyalty by asking how likely customers are to recommend your business to others. It helps gauge long-term CX success and customer retention.

• Impact: High NPS scores indicate customer satisfaction and loyalty, while low scores highlight opportunities to strengthen customer relationships.
• Example: A customer who gives your service an NPS score of 8 shows they’re happy but may not actively recommend your business.

How to calculate NPS:

5. Customer Effort Score (CES)

CES measures customers’ efforts to obtain what they need from your business. Low scores indicate smooth, efficient interactions, while high scores indicate areas where processes could be simplified.

• Impact: Lower CES leads to happier customers and smoother service experiences. In fact, a study found that 94% of customers with a good CES expressed an intention to repurchase, and 88% said they would increase their spending. Higher scores, on the other hand, highlight friction that could harm loyalty and satisfaction.

Here are three ways to calculate CES:

1. Average score method (1–10 scale)

This is the most common approach. 

• Formula: CES = Total score ÷ Number of responses
• Example: If 100 people respond to your survey with a combined score of 700, your CES is 7 out of 10.

2. Percentage method (Agree/Disagree scale)

If you’re using a simple agree/disagree scale, focus on the percentage of positive versus negative responses.

• Formula: CES = (Positive responses ÷ Total responses) × 100
• Example: Out of 400 respondents, 250 respond positively, and 150 negatively. Positive responses make up 62.5% (250/400 × 100),and negative ones are 37.5%. Subtracting these gives a CES of 25%.

3. Grouped score method (Disagree/Agree or Emoji scale)

When using scales like 1–7 (Disagree–Agree) or emojis, calculate the percentage of respondents who gave a positive score (e.g., 5–7 or happy faces).

• Formula: CES = (Positive responses ÷ Total responses) × 10 (or 100)
• Example: If 100 respondents include 70 positive responses, your CES is 7 out of 10 or 70% depending on the scale.

Each method offers insight into how effortless your customer interactions are, and choosing one depends on the scale or survey system you’re using.

6. First Reply Time (FRT)

First Reply Time measures how quickly an agent responds to a customer’s initial request. A low FRT indicates your team is efficient at managing customer tickets and multitasking well, while a high FRT might signal delays in response processes or training gaps.

• Impact: A shorter FRT improves customer satisfaction by ensuring timely responses, while a longer FRT can lead to frustrated customers and increased follow-up queries.
• Example: If an agent responds to a ticket within 2 hours, that’s great! But if the response takes 12 hours, that could be a bottleneck you need to fix.

How to calculate FRT:

7. Average Handle Time (AHT)

AHT measures how long an agent takes to handle a customer interaction from start to finish. This includes talk time, hold time and any follow-up actions. It’s useful for ensuring interactions are efficient without sacrificing customer experience.

• Impact: A high AHT could indicate inefficiencies in ticket resolution, while a lower AHT shows that your team is streamlined and effectively handling customer needs quickly.
• Example: If a typical customer service interaction takes 15 minutes, it indicates that your team handles inquiries efficiently. However, if it takes 30 minutes, it might suggest the need for more training and streamlined processes.

How to calculate AHT:

8. Full-Time Equivalent (FTE)

FTE measures how many full-time employees your workforce represents. For example, one person working 40 hours is a 1.0 FTE, while someone working 20 hours is a 0.5 FTE. It’s essential for workforce planning, salary allocation, and scheduling shifts.

• Impact: FTE helps you forecast staffing needs and track how much work each team member contributes to your overall service capacity.
• Example: If you have 10 employees working 40 hours a week, your total FTE is 10. But if 5 work part-time at 20 hours a week, your total FTE drops to 7.5—this helps you plan resources accordingly.

How to calculate FTE:

9. Average Wait Time (AWT)

AWT measures the time customers wait on hold before speaking to an agent. It starts after the initial greeting and ends once the agent answers. This metric helps ensure smooth service without long delays.

• Impact: Keeping AWT low boosts customer satisfaction and reduces the risk of churn. Research shows that over 60% of customers are willing to wait for less than two minutes, while 13% won’t accept being placed on hold at all. Long wait times, therefore, don’t just frustrate—they can drive customers away.
• Example: An average wait time of 3 minutes shows that your team is efficient. However, if callers have to wait 10 minutes, it highlights a long delay that must be addressed.

How to calculate AWT:

10. Tickets Handled per Hour

This metric shows how many support tickets an agent handles in one hour. It helps gauge individual or team productivity and efficiency in tackling customer requests.

• Impact: High ticket-handling efficiency means your team can keep up with demand and ensure fast resolution, while lower rates might suggest overloaded agents or inefficiencies.
• Example: An agent handles 15 tickets per hour, which shows great productivity. However, if they handle only 5 tickets, it may indicate that they need support or training to handle complex queries.

How to calculate Tickets Handled per Hour:

11. Tickets Solved per Hour

This metric tracks how many support tickets an agent solves in one hour. It’s similar to tickets handled per hour but focuses specifically on completed resolutions—helping you gauge an agent’s ability to close tickets efficiently.

• Impact: A high volume of tickets solved per hour indicates that your team is working efficiently, while lower numbers could indicate process bottlenecks or support inefficiencies.
• Example: If an agent solves 10 tickets per hour, that’s great! But if they solve only 3, you know they may need additional help or clearer workflows.

How to calculate Tickets Solved per Hour:

12. First Contact Resolution (FCR)

First-contact resolution (FCR) measures the percentage of support tickets resolved on the first interaction with the customer. It’s a key indicator of how well your team handles issues immediately, whether over the phone, email, or live chat.

• Impact: A high FCR rate means your team solves customer problems effectively in one go, improving customer satisfaction and reducing repeat inquiries.
• Example: An agent resolving 85% of tickets in the first interaction shows solid performance. However, if FCR is low at 40%, it highlights a need for better training, clearer processes, or access to better support tools to help agents resolve issues on the spot.

👀 Did you know?Hiver’s multichannel helpdesk helps support teams around the world streamline workflows, automate repetitive tasks, and track their performance in real-time, empowering them to tackle customer issues faster and effortlessly improve FCR rates.

How to calculate First Contact Resolution:

13. Open Cases

Open cases refer to the number of customer tickets that are waiting for a response or resolution at any given time. Too many open cases can result in longer wait times for customers, leading to poor experiences.

• Impact: Keeping open cases low helps improve customer satisfaction by ensuring timely ticket closures and faster resolutions.
• Example: If you have 100 open cases but only 50 resolved, it may indicate that your team is stretched too thin.

How to calculate Open Cases:

Open cases = Total number of cases−Resolved cases

14. Replies per Conversation (RPC)

Replies per conversation is the average number of responses required to resolve a customer issue fully. This metric highlights whether your agents are resolving issues efficiently or are sending multiple back-and-forth messages, which could indicate inefficiencies.

• Impact: Lower RPC means your agents are resolving issues efficiently, while higher RPC could mean they’re struggling to solve problems in one go, thereby prolonging interactions.
• Example: An RPC of 3 means the average conversation requires three messages to close. But if it’s 8, that shows inefficiencies in resolving customer concerns quickly.

How to calculate Replies per Conversation:

15. Script Adherence Rate

Script adherence rate measures how well agents follow established call center scripts during customer interactions. This is especially important in regulated industries, where following the script helps avoid mistakes.

• Impact: A high script adherence rate means agents are following the guidelines, which helps reduce errors and improve the quality of interactions. Low adherence could mean agents are missing key instructions, leading to inconsistencies.
• Example: Imagine a financial services agent who follows 80% of the script but skips key phrases like legal disclaimers or account security protocols. This gap can create compliance risks and lead to customer confusion. Addressing this would involve training sessions or revising scripts to make them more intuitive.

How to calculate Script Adherence Rate:

16. Schedule Adherence

Schedule adherence measures how well employees stick to their work schedules. For example, if an agent is supposed to work for 8 hours but only logs in for 6, they have a schedule adherence of 75%. High schedule adherence ensures agents are available when needed, while low adherence might point to inefficiencies in workforce planning.

Impact: High schedule adherence ensures your team consistently shows up on time, improving productivity and reducing missed customer interactions. Low adherence could signal problems with scheduling, time management or other operational inefficiencies.

Example: If an agent has a scheduled shift of 8 hours but only works 5, it’s clear there’s room for better adherence to scheduled working hours to maintain service quality.

How to calculate Schedule Adherence:

17. Escalation Rate

Escalation rate refers to the percentage of customer tickets transferred to a higher support tier. A high escalation rate may highlight the need for better training, tools or authority to resolve issues on the first contact.

• Impact: Low escalation rates mean agents handle most customer queries themselves, leading to faster resolutions and happier customers. High rates indicate bottlenecks in the process or gaps in agent training.
• Example: If your team escalates 20% of all tickets, it points to areas where agents may lack the training, tools, or authority to resolve issues independently. With better coaching, resources, and robust platforms, a significant portion of these issues could likely be addressed at the first level, improving overall efficiency.

How to calculate Escalation Rate:

18. Occupancy

Occupancy measures how much time an agent spends on actual customer support activities compared to non-support tasks. It shows whether your agents are fully engaged in productive work or if they’re spending too much time on admin work.

• Impact: High occupancy means agents spend more time resolving customer issues, while lower occupancy could point to inefficiencies or wasted time on non-productive activities.
• Example: If an agent’s occupancy rate is 80%, they spend most of their time in productive customer-facing activities. A low occupancy rate, like 50%, could indicate idle time or inefficiencies in workload distribution.

How to calculate Occupancy:

19. Forecast Volume and Predicted Future Volume

Forecast volume is the anticipated contact volume based on historical data, while predicted future volume refers to the expected volume of incoming tickets resulting from those forecasts. These metrics help workforce managers schedule enough agents to handle customer demand effectively.

• Impact: Accurate forecasting ensures you’re staffing appropriately, minimizing long wait times, and enabling your team to meet customer service expectations. Poor forecasting, on the other hand, can lead to staffing shortages resulting in delays and dissatisfied customers or over-staffing, which wastes resources and lowers efficiency.
• Example: If historical data shows an average of 500 tickets per day with a 10% growth trend, the predicted future volume would be 550 tickets daily. This foresight enables your team to prepare for increased demand by adjusting schedules and resources accordingly.

How to calculate Forecast Volume and Predicted Future Volume:

• Forecast volume = Historical average contact volume
• Predicted future volume = (Historical volume) x (Growth rate or trend)

20. Rate of Answered Calls

The rate of answered calls refers to the percentage of customer calls that your team successfully answers. It’s especially important for businesses handling a high volume of calls daily. A higher answered call rate indicates agents are responsive and can quickly address customer concerns, enhancing satisfaction.

• Impact: A higher answered call rate means your support team is responsive and can quickly resolve customer issues. A lower rate could indicate problems like long wait times, improper staffing or inefficient call-handling processes.
• Example: If your business answers 90 out of every 100 calls, your rate of answered calls would be 90%. But if it’s 60%, your team needs to address operational inefficiencies or staffing shortages..

How to calculate the Rate of Answered Calls:

21. Agent Utilization Rate

Agent utilization rate shows how much time your agents spend actively supporting customers or are available to assist them. For example, if employees work an 8-hour shift but spend 3 hours in training and 1 hour on lunch, their utilization rate would be 50%.

• Impact: A high agent utilization rate indicates that your team is using their scheduled time efficiently. Low utilization could indicate idle agents or underused resources.
• Example: If an agent works 8 hours and spends only 4 hours assisting customers, their utilization rate is 50%, indicating that half of their scheduled time is spent on non-customer-facing tasks.

How to calculate Agent Utilization Rate:

22. Abandon Rate

Abandonment rate measures how many customers hang up while waiting on hold. A high abandonment rate could indicate that your wait times are too long or that your team isn’t responsive enough.

• Impact: Lowering the abandon rate means your customers are more likely to wait patiently for support, improving customer satisfaction. High abandonment rates indicate the need for more agents or process improvements.
• Example: If 100 calls come in and 20 of them are abandoned, your abandon rate would be 20%, indicating a need to improve call handling and reduce wait times.

How to calculate Abandon Rate:

23. Cost Per Conversation (CPC)

Cost per conversation shows how much each customer interaction costs your business. This includes salaries, equipment, software, and other expenses for running your support team.

• Impact: Keeping your cost per conversation low means you deliver efficient customer support while maximizing the value of each interaction. A high CPC might indicate inefficiencies in your processes or team allocation.
• Example: If your team’s total operating costs are $50,000 and you handle 10,000 support interactions, your CPC would be $5 per conversation.

How to calculate Cost Per Conversation:

24. Agent Retention Rate

The agent retention rate measures how well you’re able to retain your support agents in the long term. A high retention rate means your employees are satisfied and engaged, while a low rate might point to dissatisfaction or burnout.

• Impact: Retaining good agents is crucial for building a stable, experienced team. Low retention can lead to higher training costs and decreased customer satisfaction.
• Example: If you start with 50 agents and 45 are still with you after a period, your retention rate would be 90%, indicating solid employee loyalty and reduced turnover costs.

How to calculate Agent Retention Rate:

25. Churn Rate

Churn rate, or customer churn rate, shows the percentage of customers who stop doing business with you over a set period. A high churn rate might indicate that your product isn’t meeting customer expectations or that your support is subpar.

• Impact: Reducing churn helps retain more customers, leading to steady revenue and long-term growth. High churn rates indicate flaws in products, services, or customer experiences.
• Example: If you lose 25 monthly customers and have 500 customers at the start, your churn rate would be 5%, indicating a relatively low rate of customer loss.

How to calculate Churn Rate:

Also read:Top 11 Customer Engagement Metrics To Measure

Software to track agent performance metrics

Tracking agent performance can feel like finding your way through a maze—unless you’ve got the right software to guide you. Luckily, there’s no shortage of tools designed to help you gather the data, analyze it, and get actionable insights. Let’s take a look at some of the top software options that can make your job easier.

1. Helpdesk software

Helpdesk software is a go-to for managing customer support tickets. These tools help streamline customer communication and monitor agent performance closely.

For example, Hiver’s customer support software comes packed with robust analytics and performance tracking features that give you insights on critical metrics like response and resolution times, Conversations, and CSAT scores—giving you a thorough picture of how your agents are doing.

2. Customer Relationship Management (CRM) tools

CRMs like Salesforce or HubSpot are designed to manage customer relationships but are also excellent for tracking performance. They provide detailed insights into how your agents interact with customers, helping you measure engagement, sales conversions, and follow-up efficiency.

3. Workforce management

Workforce management software like 5Cents or NICE inContact helps you schedule and forecast your team’s workload. It tracks agent availability schedules and optimizes workforce allocation to ensure you’ve got the right number of agents working at the right time—keeping productivity high and wait times low.

4. Quality monitoring

Quality monitoring tools, such as Calabrio or Verint, focus on evaluating the quality of customer interactions. They help you assess whether agents are following the right processes, handling customer concerns effectively, and delivering a positive experience—all while identifying areas for improvement.

5. Speech analytics

Speech analytics software, like Vonage or CallMiner, goes beyond text—these tools analyze conversations in real-time, pulling insights from what agents and customers are actually saying. With these tools, you can identify tone, keywords, sentiment, and overall customer satisfaction within voice calls.

6. Call scripting

Call scripting tools like Gist or Five9 help agents navigate conversations step by step. They ensure agents use the right phrasing, adhere to brand tone, and comply with company policies—making interactions smoother and more consistent.

7. Communication platforms

Communication tools like Slack or Microsoft Teams aren’t just for messaging—they can also help you monitor conversations, collaboration efforts, and response times. You can easily pull reports to see how your team communicates and where things might be slowing down.

8. Performance analytics software

For a deeper dive into your agent’s performance, Google Analytics or Mixpanel can offer robust tracking capabilities. These tools let you dig into detailed data on customer interactions, conversion rates, and engagement metrics—allowing you to spot trends and tweak processes as needed.

Strategies to improve agent performance using metrics

Turning metrics into action

Tracking agent performance isn’t just about watching numbers—it’s about turning those numbers into action! Here are some straightforward strategies to help you boost your team’s performance and make lasting improvements:

• Build QA processes: Quality assurance ensures your support interactions meet high standards. Regularly evaluating conversations, pinpointing weak spots, and giving timely feedback help agents sharpen their skills. Use tools like Hiver to review your support conversations, identify gaps, and set up effective coaching sessions—turning customer feedback into real growth.
• Invest in WFM tools: Workforce management tools are your secret weapon for optimizing team productivity. They help you accurately forecast demand, manage schedules efficiently, and ensure that agents perform at their best. Tools like NICE inContact streamline scheduling and give agents the insights they need to prioritize their tasks.
• Leverage AI and automation: AI and automation can greatly improve agent productivity. They handle repetitive tasks, freeing agents to focus on solving complex issues. Hiver’s AI-powered bot, Harvey, for example assists agents in real-time by summarizing customer queries, suggesting responses, automating routine tasks, and providing personalized service, helping your team work smarter, not harder.
• Develop coaching and training programs: Consistent coaching plays a crucial role in enhancing agent performance. Ongoing training sessions ensure your team stays up-to-date, builds stronger skills, and consistently meets customer expectations. By utilizing QA (Quality Assurance) data, you can pinpoint knowledge gaps and create tailored coaching sessions that address individual needs. It can be on: 
  • Communication skills
  • Handling objections
  • Time management
  • Conflict resolution

• Consistently review performance metrics: Regularly reviewing your team’s performance metrics is key to improving effectively. If metrics like CSAT (Customer Satisfaction Score) drop, it’s a sign to dig deeper. Whether it’s a process change or agent performance, reviewing these numbers helps you spot issues early and make necessary adjustments before they become bigger problems.

Regular assessment and adjustment

Monitoring agent performance doesn’t stop once you’ve gathered the data. The real magic happens when you consistently assess that data and make timely adjustments. Here’s how you can ensure your performance tracking leads to real improvement:

• Set clear performance goals: Start by setting clear, measurable goals for your agents. Whether you’re reducing response times or improving first contact resolution, having specific targets gives your team something to aim for. Regularly reviewing these goals helps keep everyone aligned and motivated.
• Conduct regular check-ins: Frequent one-on-one check-ins with your agents are key to understanding their performance. Use these sessions to dive into individual metrics, address any challenges, and provide immediate feedback. Regular check-ins help you catch issues early before they snowball.
• Review data frequently: Don’t wait too long to review performance metrics. Consistently assess data weekly or bi-weekly to identify trends. Early insights allow you to adjust processes, reallocate resources, or fine-tune strategies before they lead to long-term performance dips.
• Adjust strategies based on feedback: Let your data and agent feedback guide your next steps. If a specific strategy isn’t working, be flexible! For example, if one customer service approach isn’t generating the expected results, tweak it based on what your team tells you and what the data shows.
• Incorporate agent suggestions: Your agents are on the front lines, so their insights are invaluable. Encourage them to share what’s working, what’s not, and how they think things could improve. Collaboration between management and agents leads to smarter adjustments and better results.
• Stay agile: Market conditions, customer expectations, and team dynamics change constantly. Regular assessment ensures you stay agile and can quickly pivot strategies to match new demands. Flexibility keeps your team on top of evolving challenges.

Transform your support team into customer service superstars

Tracking agent performance metrics isn’t just about numbers—it’s key to ensuring your customer support team delivers its best. From improving First Contact Resolution to pinpointing areas where your agents need more training, these metrics provide crucial insights for smarter decision-making and long-term success.

Assessing performance regularly, setting clear goals, and making data-driven adjustments create a cycle of continuous improvement, which leads to better customer experiences and more efficient support.

That’s where Hiver comes in.

Hiver simplifies agent performance tracking by allowing you to gather real-time data, analyze performance, and set up personalized coaching—all from within your inbox. Start improving your team’s performance today with Hiver!

*82% of customers*