How to Choose the Right Metrics to Track Agent Performance

Tracking agent performance is essential for balancing company success with customer satisfaction.

To find out what makes the best metrics for tracking agent performance, we spoke to Risa Eldridge, Senior Director, Product Management, CallMiner.

Video: The Best Metrics for Agent Performance Tracking

Watch the video below to hear Risa explain what metrics are best for agent performance tracking:

With thanks to Risa Eldridge, Senior Director, Product Management, CallMiner, for contributing to this video.

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Four Steps to Choose the Best Metrics to Track Agent Performance

Choosing the right metrics simplifies performance tracking and delivers the best results for everyone involved, so lets take a look at four steps that can help you pick the best ones for your contact centre:

1. Focus on Metrics That Benefit Everyone

The best metrics are those that benefit both the company and its customers. They should provide clear insights into how agents contribute to business goals and customer satisfaction.

“I think the best metrics for agent performance tracking are the ones that you can demonstrate how they benefit both the company and the customer.”

2. Avoid Measuring for the Sake of It

Collecting data on countless metrics might seem helpful, but it can be overwhelming.

Focusing on metrics that truly drive results ensures better outcomes for the business and clarity for agents.

“We see a lot of times where we measure metrics just for the sake of measuring them, which is helpful because that’s how you learn what really affects the needle that you’re trying to move.

But in reality, we want to make sure that we’re making our agents perform to the ones that really drive the most benefit for the business and for the customer.”

3. Keep Metrics Fair and Consistent

Fairness and consistency are key when measuring performance. Metrics should apply equally across all teams to avoid confusion and ensure everyone works towards the same objectives.

“So we find that they’re the ones that you can measure fairly. You can show how they apply to the overall business goals, and you can be consistent about them across the teams.

Right, you want to make sure that you’re measuring everyone, and not allowing some folks to do things that you’re not permitting other groups to do.”

4. Prioritise What Matters

With so many metrics available, it is tempting to track everything. Instead, focus on a select few that align with business goals and make a real impact.

“I think we’re at a point now where we can measure a lot of things. There’s sometimes a tendency to maybe look at too many metrics.

And what we want to do is, you know, make sure that we look at the ones that matter as there are only so many things that we can really focus on.”

If you are looking for more great insights from the experts, check out these videos next:

Author: Risa Eldridge
Reviewed by: Robyn Coppell

Published On: 29th Aug 2023 - Last modified: 29th Apr 2025
Read more about - Video, Agent Performance, CallMiner, Risa Eldridge, Videos