Agent Performance Analytics
Identify your top performers, spot coaching opportunities, and give every agent the feedback they need to improve.
Nectar Desk agent performance analytics tracks calls handled, average handle time, first call resolution rate, and CSAT score per agent. Supervisors can score calls on a custom rubric, generate coaching reports, and compare team performance week-over-week.
Individual Scorecards
Track calls handled, average handle time, FCR rate, and CSAT score per agent.
Call Recording Review
Listen to recordings filtered by agent, date, campaign, or disposition code.
Quality Scoring
Score calls against a custom rubric and share feedback directly with agents.
Trend Analysis
Compare agent performance week-over-week and month-over-month to track improvement.
Team Leaderboards
Show comparative rankings to drive healthy competition and motivate agents.
Coaching Reports
Auto-generate coaching recommendations based on call scoring patterns.