What is the Agent Effectiveness Score?
The Agent Effectiveness Score measures how efficiently an agent resolves an interaction while maintaining high customer satisfaction.
It is calculated using the following formula:
[Handle time / (Predicted Satisfaction + Predicted Resolution)]
This metric is key in identifying:
Performance differences across agents
Which interaction types need improvement
Process inefficiencies in customer interactions
💡 A lower score is better, as it indicates efficient resolution with high customer satisfaction.
Example Calculation
Consider two calls, both with the same handle time of 600 seconds (10 minutes).
Call 1 (Efficient Resolution)
Handle Time: 600 seconds
Predicted Satisfaction: 5 (high satisfaction)
Predicted Resolution: 1 (resolved)
Agent Effectiveness Score: [600/(5+1]=100
Call 2 (Inefficient Resolution)
Handle Time: 600 seconds
Predicted Satisfaction: 1 (low satisfaction)
Predicted Resolution: 0 (not resolved)
Agent Effectiveness Score: [600/(1+0)]=600
Key Takeaways:
Both calls have the same handle time, but Call 1 has a much lower (better) Agent Effectiveness Score because it resulted in higher customer satisfaction and resolution.
Call 2, with low satisfaction and no resolution, has a much higher (worse) score, indicating an inefficient interaction.
This metric allows businesses to identify high-efficiency agents and areas for process improvement, helping optimize customer support operations.