Agent performance evaluation is the structured review of an agents calls and related performance data against defined expectations such as policy adherence, call handling skills, accuracy, and customer experience behaviors. It typically combines interaction reviews (e.g., scored call evaluations) with operational metrics like handle time, transfers, repeat contacts, and schedule adherence.
Operationally, it matters because it creates a consistent way to measure quality, reduce risk, and target coaching where it will have the most impact. When evaluations are calibrated and tracked over time, leaders can spot systemic issues (training gaps, unclear processes, knowledge-base problems) and verify whether coaching and process changes are improving outcomes.
Effective evaluation relies on clear criteria, regular sampling, and alignment between QA, supervisors, and agents on what good looks like. It also supports fair performance management by documenting expectations and progress with evidence from real interactions.
