Score
Agent Performance Score Calculator
Score confirmation or support agents across speed, quality, conversion, and consistency metrics.
Overall score
/ 100
/100
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1
Enter agent pipeline data
Enter assigned, confirmed, shipped, delivered, and refused orders to compute key ratios.
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2
Add speed and satisfaction data
Enter average processing time and customer rating to complete the quality picture.
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3
Compare with the team and read priorities
Global score, rank, and recommendations highlight the immediate coaching levers.
Manage agent performance in real time
The Sendocki Team Performance module shows real-time scores by agent and by team, with a manager dashboard, targeted coaching, and automatic monthly tracking.
How results are calculated
Confirmation rate
Commandes confirmées / Commandes assignées × 100
Delivery rate
Commandes livrées / Commandes expédiées × 100
Processing time score
Score normalisé à partir du délai moyen de traitement en minutes
Return / refusal rate
Commandes refusées ou retournées / Commandes expédiées × 100
Satisfaction score
Note moyenne / 5 × 100
Composite score
(Confirmation × 0.35) + (Livraison × 0.25) + (Délai × 0.15) + (Retour × 0.15) + (Satisfaction × 0.05) + (Confirmation × 0.05)