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CC Online Agent Assessment rubric detailed explanation

Subject & Goal

This rubric is an explicit set of criteria used for assessing a Customer Support Online agent's performance. The criteria are presented in a quantitative form and percentage ratios. The current rubric results in a personal "Agent Scorecard" for each agent and some of the criteria are enriching the scorecard, while others downgrade it. 

The assessment metrics are inbound and outbound calls, the completion and satisfaction rates, the number of warnings received and late arrivals, and the number of hours worked. Each calculation will be elaborated on below.  

Inbound calls

This is the ratio of the number of inbound calls of an agent to the total number of inbound calls. This means the individual contribution to the inbound calls.
Here is the condition of the calculations and the value. 

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*The number 7.31 is the average contribution percentage, thus it is being standardized as the bare minimum.

Outbound calls

This is the ratio of the number of outbound calls of an agent to the total number of outbound calls by agents only. This means the individual contribution to the outbound calls processed. 
Here is the condition of the calculations and the value. 

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Satisfaction rate 

 

This is the ratio of the number of "Good" rated calls, to the total number of rating tickets received by the agent.
Here is the condition of the calculations and the value. For example, if the agent’s individual satisfaction rate is lower than 92%, the agent will gain 0%.


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Completion Rate

This is the ratio of the sum of inbound and outbound calls per capita to the number of missed calls per capita.
Here is the condition of the calculations and the value. 

 

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Being late 

If the agent is late up to 2 times, he/she loses 5%. If the agent is never late, he/she is gaining 10%!
Consequently, if the agent is late for 3 and more times, he/she is losing 10%

 

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Warnings received

If the agent has at least 1 warning, he is losing 10%. In case of having no warning, the agent will gain 10%

 

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Working hours count

 

If at least 2 agents have the same amount of scores in their scorecard by the end of the month, priority will be given to the agent who worked more hours than the other one.