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Agent performance review workflow
Run data-backed 1:1s using NexusCore QA, coaching, and goal tracking.
7 min•operations•
operations
coaching
1. Set review cadence
- Monthly for frontline agents
- Bi-weekly during onboarding
- Quarterly for team leads
2. Prepare data
Pull from QA & Coaching → Insights:
- QA scores by rubric category
- AI assist adoption rate
- CSAT trend and comment highlights
- Ticket volume by queue
Export to CSV or sync to your BI tool if needed.
3. Draft the agenda
- Celebrate wins tied to KPIs.
- Note areas for improvement (knowledge gaps, SLA misses).
- Highlight automation opportunities from repetitive tasks.
4. Review call recordings or transcripts
Use the playback tool to annotate:
- Moments where AI assist was accepted or rejected
- Escalations that could have been prevented
- Soft skills indicators (empathy, clarity)
5. Set goals and follow-ups
- Create coaching goals with due dates.
- Assign knowledge modules or refreshed macros to study.
- Schedule an automation experiment if repetitive work surfaced.
6. Document outcomes
- Log decisions and next steps directly in the coaching workspace.
- Share summary with the agent and their manager.
- Track progress across review cycles automatically.
Structured reviews keep teams growing without guesswork.
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