Agent Performance: Finding and Narrowing the Gaps

Author: Beth Schultz, VP of Research & Principal Analyst

Finding a Balance for Agent Performance

A company's contact center workforce inherently comprises a range of skills and capabilities, a reality that can lead to variability in agent performance. Effective supervisors aim to create balance across shifts to optimize customer experience for every interaction. This requires understanding and accounting for differences in performance and efficiency among agents in similar roles and conditions, identifying both top and low performers.

Achieving this level of insight and actionability would be near impossible without the use of workforce engagement management (WEM) tools, particularly those incorporating artificial intelligence (AI), not only to reduce the performance gap, but also ensure all agents perform at a consistently high level. Based on Metrigy's global Workforce Engagement Management: 2025-26 study, involving 316 companies, this report explores how companies:

• Measure agent performance
• Analyze differences between top and low performers
• Use AI coaching to close these gaps

Table of Contents

• Finding a Balance for Agent Performance
• Understanding Agent Performance Variability
  • Measuring Agent Performance
  • Factors Contributing to Performance Differences
  • Impact on Customer Ratings
• Upleveling Performance with AI-Based Coaching
• Conclusion and Recommendations
• Working With Metrigy