What is the Agent Effectiveness score?

The Agent Effectiveness score in OI is designed to provide a comprehensive view of performance, moving beyond the traditional contact center approach of focussing on a single metric.

Agent Effectiveness measures how efficiently and completely an agent resolves a customer’s inquiry while maintaining high customer satisfaction.

It is calculated using the following formula:

[Handle time / (Predicted Satisfaction + Predicted Resolution)]

This metric is key in identifying:

• The span of performance across all agents in a contact center
• Which inquiry types need improvement
• Internal process inefficiencies getting in the way of true customer resolution

How is Agent Effectiveness calculated in OI?

Let’s look at these two calls, both with the same handle time of 600 seconds (10 minutes).

Call 1 

• Handle Time: 600 seconds
• Predicted Satisfaction: 5 (high satisfaction)
• Predicted Resolution: 1 (resolved)

Call 1 Agent Effectiveness Score: [600/(5+1]=100

Call 2 

• Handle Time: 600 seconds
• Predicted Satisfaction: 1 (low satisfaction)
• Predicted Resolution: 0 (not resolved)

Call 2 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 agents to identify where they can improve performance and create better customer experiences.