Agent + Team Scorecards

See how your agents perform.

Agents is the page that ranks every agent in your contact center against the calls they handled in the active filter window. Today the page renders preview data scoped to your active filter, the real roster ships when agent ingestion lands.

Page anatomy

Region	What you see
Filter bar	Date and hour controls, see Overview.
Mock-data notice	An amber strip pinned above the KPI strip with the message Preview data scoped to your active filter. Real roster ships when agent ingestion lands.
Aggregate KPI strip	Four summary cards specific to this page.
Tab bar	Agents and Teams pills. Agents is the default.
Agents table	A 9-column table with a toolbar, sort dropdown, search, and CSV export.
Teams tab	An empty state until ingestion gains a team identifier.

Aggregate KPI strip

Four cards, all reactive to the active filter window.

KPI	Subtitle
Agents in range	Active in the selected window
Total calls handled	Sum across all agents
Avg Sentiment Δ	Mean change per call
Top Performer	Highest positive share in range

Agents tab

The default tab. A 9-column table with a toolbar at the top.

Toolbar

Element	Notes
Search box	Placeholder Search agents by name or id.
Sort by dropdown	One of Calls (high to low), Handle time (low to high), Sentiment change (high to low), Escalation (low to high), Name (A to Z). The default is Calls (high to low).
Export CSV button	Exports the table for the active filter and search.

Table columns

Column	What it shows
Agent	Avatar circle with the agent’s initials plus name.
Calls	Total calls handled in scope. Sortable.
Avg Handle Time	Mean call length. Lower is better. Sortable.
Sentiment Δ	Customer sentiment change from the opening to the closing of each call, averaged across the agent’s calls. Positive values mean the agent moved customers up the sentiment scale. Sortable.
FCR	First Contact Resolution. Renders — with a small help tooltip Shipped when Customer Journey (plan #32) lands.
Escalation	Share of the agent’s calls that were handed off or flagged. Lower is better. Sortable.
Sentiment mix	A stacked bar inside the cell showing positive / neutral / negative shares for the agent. The bar’s accessible label reads Sentiment distribution for this agent.
Top intents	Up to three small chips of the agent’s most-frequent intent labels.
Trend (30d)	A 30-day call-volume sparkline inside the cell. The sparkline’s accessible label reads 30-day call volume trend.

Row interactions

Interaction	What happens
Hover row	The row highlights and a small hint Row click drills into this agents calls appears.
Click row	Drills into the agent’s calls. The destination route is wired once per-call agent attribution lands.

Empty states

State	Message
Search returns nothing	No agents match your search.
Filter window has no agent data	Could not load agent scorecards.

Showing-of footer

A small Showing of line appears below the table when not all rows fit on screen. The render cap is 100 rows.

Teams tab

The Teams tab shows an empty state today.

Element	What it says
Title	Team scorecards coming soon
Body	Once agents are grouped into teams on ingest, this view rolls up call volume, sentiment shift, and escalation by team, with a per agent breakdown.
Hint	Blocked on the team id column in Part A.

CSV export

The Export CSV button downloads the table for the active filter and search. Rows are limited to the same 100-row render cap as the table.

Column	Notes
agent	Agent name.
calls	Total calls.
avg_handle_time	In seconds.
sentiment_delta	Mean change.
fcr	Empty until Customer Journey ships.
escalation	Share, 0 to 1.
positive_share, neutral_share, negative_share	The three components of the sentiment mix bar.
top_intents	Comma-separated list of the agent’s top intents.

The CSV uses a UTF-8 BOM and CRLF line endings. Every cell goes through formula-injection defence so Excel renders Arabic content correctly and never executes formula-like content.

Common questions

Why does the FCR column show a dash?

The FCR (First Contact Resolution) calculation depends on cross-call attribution, which is part of an upcoming Customer Journey feature. Until that ships, the column carries the placeholder dash with a tooltip explaining why. Once available, the column fills automatically with no UI change required.

The amber notice says preview data. Are these numbers real?

The numbers reflect the active filter window’s calls, but the agent identifiers and roster are preview data while we wait for per-call agent attribution to be added on the ingestion side. When agent attribution lands, the same view shows your real roster.

My agent is missing from the table.

Two possibilities. The agent has zero calls in the active filter window (widen the date range to confirm), or the filter window is narrower than the agent’s last call (set the date range to Last 90 days and check again).

The Teams tab is empty.

By design, until ingestion gains a team identifier. The empty state explains exactly that.

Sort by Calls works but sort by Sentiment change does not.

Each sort key is supported. If you do not see the data move when changing the sort, the active filter window has no agents with that signal, the order looks the same because every row is tied.

Why does the row drill-through go nowhere?

The destination is wired the moment per-call agent attribution lands. Until then, the hint Row click drills into this agents calls appears but the click is a no-op.

The CSV is missing rows.

The render cap is 100 rows for client-side performance. Larger exports require server-side pagination, which ships with the dedicated CSV endpoint. Use the search to scope down to the agents you need, or wait for the dedicated endpoint.

Where to go next

Compliance

Per-agent script adherence breakdown.

Sentiment Analysis

Project-wide view of the same metric.

Goals

Set targets and track progress as rings.

Alerts

Watch a metric and route notifications.