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Agent Effectiveness Score

This article explains what the Agent Effectiveness Score is, how it is calculated, and how it can be used to evaluate agent performance.

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Written by Anita Casanovas
Updated over 2 weeks ago

What is the Agent Effectiveness Score?

For interactions in voice or chat, 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

Agent Effectiveness in Email vs. Voice and Chat

In voice and chat channels, Agent Effectiveness is measured using a combination of three key factors: handle time, Predicted Resolution, and Predicted Satisfaction. This provides a well-rounded view of how efficiently and effectively an agent handles interactions in real time.

However, email interactions differ in structure. Because we only analyze the inbound portion of an email—without visibility into the agent’s response—we cannot accurately assess whether the issue was resolved or gauge customer sentiment. As a result, Predicted Resolution and Predicted Satisfaction are not available for email interactions.

For email interactions, the Agent Effectiveness Score is based solely on handle time.

💡 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.

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