5 key metrics to improve agent performance

The metrics that, with solid reporting, make your support team’s growth path clear.

Improving agent performance without accurate data is guessing, not management. A few simple metrics can create a clear picture. ## Recommended metrics - Average response time - First-contact resolution rate - Talk time and conversation quality - Transfer rate - Post-call customer satisfaction ## From data to action Reports only matter when they lead to action: targeted coaching, shift rebalancing, or script improvements. ## Final note Lumina’s analytical reports help you track these metrics continuously and make practical decisions.