Agent Performance

How the agency team performed for Hometown Roofing this month — volume, quality and workload balance.

Agents on account

5

Dedicated pod

Calls answered

287

Month to date

Appointments booked

39

All agents

Avg QA score

93.6

Avg CSAT 4.8

AS

Ana Santos

Customer Service · 7:00a–4:00p CT

On call

Calls

78

Appts

7

Booking

50%

QA

94

CSAT

4.8

Cases

11

Workload9%

MR

Mark Reyes

Inside Sales · 8:00a–5:00p CT

Available

Calls

61

Appts

17

Booking

43.6%

QA

89

CSAT

4.6

Cases

4

Workload12%

CM

Claire Mendoza

Claims Support · 7:30a–4:30p CT

Wrap-up

Calls

52

Appts

5

Booking

38.5%

QA

96

CSAT

4.9

Cases

8

Workload7%

JC

James Cruz

Appointment Coordinator · 9:00a–6:00p CT

Available

Calls

68

Appts

10

Booking

47.1%

QA

91

CSAT

4.7

Cases

3

Workload10%

SL

Sofia Lim

Quality Supervisor · 8:00a–5:00p CT

Break

Calls

28

Appts

0

Booking

0%

QA

98

CSAT

4.9

Cases

1

Workload5%

Workload by agent

Calls, appointments and cases handled this month

Fictional agents and performance figures for demonstration only.