Agent Performance Scorecard
Use this scorecard monthly to evaluate each support agent. Scores are weighted to reflect business priorities - adjust weights to match your team's goals.
Scoring Matrix
| Metric | Weight | How to Measure | Target | Score (1–5) |
|---|---|---|---|---|
| First [Response Time](/blog/customer-support-response-time) | 25% | Avg time from ticket creation to first reply | < 2 hours | |
| First Contact Resolution (FCR) | 25% | % tickets resolved without [escalation](/blog/customer-support-escalation-management-system) or follow-up | > 75% | |
| [CSAT Score](/blog/csat-score-improvement-guide) | 20% | Average customer satisfaction rating | > 4.2 / 5 | |
| SLA Compliance | 15% | % tickets resolved within SLA | > 90% | |
| Ticket Quality | 10% | QA review score (grammar, empathy, accuracy) | > 4 / 5 | |
| [Knowledge Base](/blog/customer-support-knowledge-base-strategy) Contribution | 5% | Articles created or updated per month | ≥ 2 |
Weighted Score = Sum of (Score × Weight)
Scoring Guide
First Response Time
- •5: < 30 minutes
- •4: 30 min – 2 hours
- •3: 2–4 hours
- •2: 4–8 hours
- •1: > 8 hours
FCR Rate
- •5: > 85%
- •4: 75–85%
- •3: 65–75%
- •2: 55–65%
- •1: < 55%
CSAT Score
- •5: > 4.5
- •4: 4.2–4.5
- •3: 3.8–4.2
- •2: 3.5–3.8
- •1: < 3.5
Monthly Review Checklist
- Pull metrics from helpdesk dashboard for the review period
- Complete scoring matrix for each agent
- Identify top performer and share best practices with team
- Identify agents scoring < 3 on any metric - create improvement plan
- Review 5 random tickets per agent for quality scoring
- Update agent targets for next month based on trends
- Share scorecard with each agent in 1:1 session
Improvement Plan Template
For agents scoring below threshold on any metric:
Agent: _______________
Metric below target: _______________
Current score: ___ | Target: ___
Root cause identified: _______________
Action steps:
- 1_______________
- 2_______________
- 3_______________
Review date: _______________
agent performancescorecardCSATFCRsupport metrics