---
title: What’s on Your Supervisor Screen? Agent KPIs to Watch
description: A Key Performance Indicator (KPI), also called a metric, is a value that you can measure, one that shows just how effective your business is at achieving its goals. How do you know which KPIs are the most valuable to your team, contact center, and business?
image: https://blog.brightpattern.com/hubfs/KPIs.jpg
---

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    - [CRM Integrations](http://www.brightpattern.com/crm-integrations/) 
          - [Salesforce](http://www.brightpattern.com/call-center-software/crm-integrations/salesforce-integration/)
          - [Zendesk](http://www.brightpattern.com/call-center-software/crm-integrations/zendesk-integration/)
          - [RightNow CTI](http://www.brightpattern.com/call-center-software/crm-integrations/rightnow-integration-2/)
          - [Cloud APIs](http://www.brightpattern.com/cloud-contact-center-apis/)
          - [CRM INTEGRATIONS COMPARISON](http://www.brightpattern.com/call-center-software/crm-integrations/crm-integrations-comparison/)
    - [VIRTUAL CONTACT CENTER](http://www.brightpattern.com/virtual-contact-center/)
    - [Predictive Dialer](http://www.brightpattern.com/call-center-software/predictive-dialer/)
    - [Enterprise-grade](http://www.brightpattern.com/call-center-software/enterprise-grade/)
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    - [In-App Mobile Customer Service](http://www.brightpattern.com/in-app-customer-support/)
    - [For Visually-Impaired](http://www.brightpattern.com/call-center-software/for-visually-impaired/)
    - [Reduction of Call Abandonment](http://www.brightpattern.com/how-to-reduce-call-abandonment-in-a-call-center/)
- [Resources](http://www.brightpattern.com/white-papers/) 
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# What’s on Your Supervisor Screen? Agent KPIs to Watch

![](https://blog.brightpattern.com/hubfs/BrightPattern_Jul2016/Images/cloud-bg2.jpg)

- [Resources](http://www.brightpattern.com/white-papers/)
- Blog

- [All](https://blog.brightpattern.com)

- [Contact Center Customer Experience (74)](https://blog.brightpattern.com/topic/contact-center-customer-experience)
- [Multichannel Contact Center (56)](https://blog.brightpattern.com/topic/multichannel-contact-center)
- [Cloud Contact Center (49)](https://blog.brightpattern.com/topic/cloud-contact-center)
- [omnichannel contact center (32)](https://blog.brightpattern.com/topic/omnichannel-contact-center)
- [Contact Center Best Practices (25)](https://blog.brightpattern.com/topic/contact-center-best-practices)
- [Contact Center Implementation (23)](https://blog.brightpattern.com/topic/contact-center-implementation)
- [Business Process Outsourcing (19)](https://blog.brightpattern.com/topic/business-process-outsourcing)
- [Uncategorized (15)](https://blog.brightpattern.com/topic/uncategorized)
- [omnichannel (13)](https://blog.brightpattern.com/topic/omnichannel)
- [chatbot (9)](https://blog.brightpattern.com/topic/chatbot)
- [customer experience (8)](https://blog.brightpattern.com/topic/customer-experience)
- [Global Contact Center Deployment (7)](https://blog.brightpattern.com/topic/global-contact-center-deployment)
- [artificial intelligence (7)](https://blog.brightpattern.com/topic/artificial-intelligence)
- [mobile customer service (7)](https://blog.brightpattern.com/topic/mobile-customer-service)
- [BPO (6)](https://blog.brightpattern.com/topic/bpo)
- [Customer Service (5)](https://blog.brightpattern.com/topic/customer-service)
- [Omnichannel Technology (5)](https://blog.brightpattern.com/topic/omnichannel-technology)
- [mobile (5)](https://blog.brightpattern.com/topic/mobile)
- [webinar (5)](https://blog.brightpattern.com/topic/webinar)
- [AI (4)](https://blog.brightpattern.com/topic/ai)
- [Automation (4)](https://blog.brightpattern.com/topic/automation)
- [Customer Contact Week (4)](https://blog.brightpattern.com/topic/customer-contact-week)
- [Omnichannel Customer Support (4)](https://blog.brightpattern.com/topic/omnichannel-customer-support)
- [bots (4)](https://blog.brightpattern.com/topic/bots)
- [contact center (4)](https://blog.brightpattern.com/topic/contact-center)
- [contact center trends (4)](https://blog.brightpattern.com/topic/contact-center-trends)
- [improve customer experience (4)](https://blog.brightpattern.com/topic/improve-customer-experience)
- [Customer Journey (3)](https://blog.brightpattern.com/topic/customer-journey)
- [Midsize Companies Win Cloud Customer Service (3)](https://blog.brightpattern.com/topic/midsize-companies-win-cloud-customer-service)
- [agent engagement (3)](https://blog.brightpattern.com/topic/agent-engagement)
- [ai and chatbots (3)](https://blog.brightpattern.com/topic/ai-and-chatbots)
- [cloud contact center software (3)](https://blog.brightpattern.com/topic/cloud-contact-center-software)
- [cloud contact center solution (3)](https://blog.brightpattern.com/topic/cloud-contact-center-solution)
- [self-service (3)](https://blog.brightpattern.com/topic/self-service)
- [ACD (2)](https://blog.brightpattern.com/topic/acd)
- [Article (2)](https://blog.brightpattern.com/topic/article)
- [CRM Integration (2)](https://blog.brightpattern.com/topic/crm-integration)
- [Call Center BPOs (2)](https://blog.brightpattern.com/topic/call-center-bpos)
- [Contact Center Vendor (2)](https://blog.brightpattern.com/topic/contact-center-vendor)
- [Contact Centers (2)](https://blog.brightpattern.com/topic/contact-centers)
- [Customer Service Solutions (2)](https://blog.brightpattern.com/topic/customer-service-solutions-2)
- [Customer service agents (2)](https://blog.brightpattern.com/topic/customer-service-agents)
- [KPIs (2)](https://blog.brightpattern.com/topic/kpis)
- [Multichannel Customer Service (2)](https://blog.brightpattern.com/topic/multichannel-customer-service)
- [Natural Understanding Language (2)](https://blog.brightpattern.com/topic/natural-understanding-language)
- [SMS (2)](https://blog.brightpattern.com/topic/sms)
- [agent empowerment (2)](https://blog.brightpattern.com/topic/agent-empowerment)
- [average handle time (2)](https://blog.brightpattern.com/topic/average-handle-time)
- [call center (2)](https://blog.brightpattern.com/topic/call-center)
- [callback (2)](https://blog.brightpattern.com/topic/callback)
- [cloud adoption (2)](https://blog.brightpattern.com/topic/cloud-adoption)
- [cloud call center (2)](https://blog.brightpattern.com/topic/cloud-call-center)
- [cloud contact center solutions (2)](https://blog.brightpattern.com/topic/cloud-contact-center-solutions)
- [connected customers (2)](https://blog.brightpattern.com/topic/connected-customers)
- [digital age (2)](https://blog.brightpattern.com/topic/digital-age)
- [digital transformation (2)](https://blog.brightpattern.com/topic/digital-transformation)
- [hybrid cloud (2)](https://blog.brightpattern.com/topic/hybrid-cloud)
- [improve customer service (2)](https://blog.brightpattern.com/topic/improve-customer-service)
- [live web chat (2)](https://blog.brightpattern.com/topic/live-web-chat)
- [multichannel (2)](https://blog.brightpattern.com/topic/multichannel)
- [pci compliance (2)](https://blog.brightpattern.com/topic/pci-compliance)
- [telecommuting (2)](https://blog.brightpattern.com/topic/telecommuting)
- [video (2)](https://blog.brightpattern.com/topic/video)
- [win the cloud customer service (2)](https://blog.brightpattern.com/topic/win-the-cloud-customer-service)
- [Agent KPIs (1)](https://blog.brightpattern.com/topic/agent-kpis)
- [BPO Program (1)](https://blog.brightpattern.com/topic/bpo-program)
- [Bring Your Own Telco (1)](https://blog.brightpattern.com/topic/bring-your-own-telco)
- [CCW Excellence Award (1)](https://blog.brightpattern.com/topic/ccw-excellence-award)
- [CCaaS Vendor (1)](https://blog.brightpattern.com/topic/ccaas-vendor)
- [CRM integration for contact center (1)](https://blog.brightpattern.com/topic/crm-integration-for-contact-center)
- [CX (1)](https://blog.brightpattern.com/topic/cx)
- [Call Abandonment (1)](https://blog.brightpattern.com/topic/call-abandonment)
- [Call Center Phone Calls (1)](https://blog.brightpattern.com/topic/call-center-phone-calls)
- [Cloud Contact Center Adoption (1)](https://blog.brightpattern.com/topic/cloud-contact-center-adoption)
- [Cloud Contact Center CRMs (1)](https://blog.brightpattern.com/topic/cloud-contact-center-crms)
- [Cloud Is a Key Enabler (1)](https://blog.brightpattern.com/topic/cloud-is-a-key-enabler)
- [Contact Center BPOs (1)](https://blog.brightpattern.com/topic/contact-center-bpos)
- [Contact Center Customer Service (1)](https://blog.brightpattern.com/topic/contact-center-customer-service)
- [Contact Center Obsolete (1)](https://blog.brightpattern.com/topic/contact-center-obsolete)
- [Contact Center Outsourcing Best Practices (1)](https://blog.brightpattern.com/topic/contact-center-outsourcing-best-practices)
- [Contact Center Startup (1)](https://blog.brightpattern.com/topic/contact-center-startup)
- [Contact Center Technology (1)](https://blog.brightpattern.com/topic/contact-center-technology)
- [Conversational IVR (1)](https://blog.brightpattern.com/topic/conversational-ivr)
- [Customer Contact Week (CCW) Nashville (1)](https://blog.brightpattern.com/topic/customer-contact-week-ccw-nashville)
- [Customer Service BPO (1)](https://blog.brightpattern.com/topic/customer-service-bpo)
- [Data fragmentation (1)](https://blog.brightpattern.com/topic/data-fragmentation)
- [Effective Political Campaign Over the Phone (1)](https://blog.brightpattern.com/topic/effective-political-campaign-over-the-phone)
- [Email Customer Service (1)](https://blog.brightpattern.com/topic/email-customer-service)
- [Emergency Contact Center (1)](https://blog.brightpattern.com/topic/emergency-contact-center)
- [Enterprise Communication Solution (1)](https://blog.brightpattern.com/topic/enterprise-communication-solution)
- [Facebook (1)](https://blog.brightpattern.com/topic/facebook)
- [Financial Service Providers (1)](https://blog.brightpattern.com/topic/financial-service-providers)
- [Fintech Customer Service (1)](https://blog.brightpattern.com/topic/fintech-customer-service)
- [GDPR compliance for contact centers (1)](https://blog.brightpattern.com/topic/gdpr-compliance-for-contact-centers)
- [Gartner (1)](https://blog.brightpattern.com/topic/gartner)
- [Gartner’s FrontRunners Quadrant (1)](https://blog.brightpattern.com/topic/gartners-frontrunners-quadrant)
- [GetApp Product Evaluation (1)](https://blog.brightpattern.com/topic/getapp-product-evaluation)
- [Google click-to-call (1)](https://blog.brightpattern.com/topic/google-click-to-call)
- [HPC (1)](https://blog.brightpattern.com/topic/hpc)
- [High Performance Computing (1)](https://blog.brightpattern.com/topic/high-performance-computing)
- [IT service management contact center Gartner (1)](https://blog.brightpattern.com/topic/it-service-management-contact-center-gartner)
- [IVR (1)](https://blog.brightpattern.com/topic/ivr)
- [Improved Agent Empowerment (1)](https://blog.brightpattern.com/topic/improved-agent-empowerment)
- [Improved Customer Relations (1)](https://blog.brightpattern.com/topic/improved-customer-relations)
- [In-App Customer Support (1)](https://blog.brightpattern.com/topic/in-app-customer-support)
- [In-App Support (1)](https://blog.brightpattern.com/topic/in-app-support)
- [Interconnected Contact Center (1)](https://blog.brightpattern.com/topic/interconnected-contact-center)
- [Job Hunters Boot Camp (1)](https://blog.brightpattern.com/topic/job-hunters-boot-camp)
- [Local Point of Presence (1)](https://blog.brightpattern.com/topic/local-point-of-presence)
- [Love Outsourcing (1)](https://blog.brightpattern.com/topic/love-outsourcing)
- [MMS (1)](https://blog.brightpattern.com/topic/mms)
- [Messaging Apps (1)](https://blog.brightpattern.com/topic/messaging-apps)
- [Mobilize Your Customer Service Strategy (1)](https://blog.brightpattern.com/topic/mobilize-your-customer-service-strategy)
- [Multi Channel Service (1)](https://blog.brightpattern.com/topic/multi-channel-service)
- [Multi-cloud (1)](https://blog.brightpattern.com/topic/multi-cloud)
- [Multichannel Contact Center Service (1)](https://blog.brightpattern.com/topic/multichannel-contact-center-service)
- [Multiple CRM Solutions (1)](https://blog.brightpattern.com/topic/multiple-crm-solutions)
- [National Cloud Contact Center (1)](https://blog.brightpattern.com/topic/national-cloud-contact-center)
- [Northeast Contact Center Conference (1)](https://blog.brightpattern.com/topic/northeast-contact-center-conference)
- [Open APIs (1)](https://blog.brightpattern.com/topic/open-apis)
- [PCI compliance contact centers (1)](https://blog.brightpattern.com/topic/pci-compliance-contact-centers)
- [Private or Hybrid Cloud (1)](https://blog.brightpattern.com/topic/private-or-hybrid-cloud)
- [Public (1)](https://blog.brightpattern.com/topic/public)
- [ROI (1)](https://blog.brightpattern.com/topic/roi)
- [RPA (1)](https://blog.brightpattern.com/topic/rpa)
- [RightNow (1)](https://blog.brightpattern.com/topic/rightnow)
- [Salesforce (1)](https://blog.brightpattern.com/topic/salesforce)
- [Salesforce.com Integration (1)](https://blog.brightpattern.com/topic/salesforce-com-integration)
- [Service Project (1)](https://blog.brightpattern.com/topic/service-project)
- [ServiceNow (1)](https://blog.brightpattern.com/topic/servicenow)
- [ServicePattern Release 3.5.2 (1)](https://blog.brightpattern.com/topic/servicepattern-release-3-5-2)
- [Slash Contact Center Costs (1)](https://blog.brightpattern.com/topic/slash-contact-center-costs)
- [Smartphone User Customer Service (1)](https://blog.brightpattern.com/topic/smartphone-user-customer-service)
- [Social media (1)](https://blog.brightpattern.com/topic/social-media)
- [Start a Contact Center (1)](https://blog.brightpattern.com/topic/start-a-contact-center)
- [TCPA (1)](https://blog.brightpattern.com/topic/tcpa)
- [Ted Hunting (1)](https://blog.brightpattern.com/topic/ted-hunting)
- [Telecommunications (1)](https://blog.brightpattern.com/topic/telecommunications)
- [Telecommunting for the Disabled Advisory Council (1)](https://blog.brightpattern.com/topic/telecommunting-for-the-disabled-advisory-council)
- [Telephone Consumer Protection Act (1)](https://blog.brightpattern.com/topic/telephone-consumer-protection-act)
- [The Importance of Contact Center Surveys (1)](https://blog.brightpattern.com/topic/the-importance-of-contact-center-surveys)
- [Tips For Effectively Running a Cloud Contact Cente (1)](https://blog.brightpattern.com/topic/tips-for-effectively-running-a-cloud-contact-cente)
- [Transcosmos (1)](https://blog.brightpattern.com/topic/transcosmos)
- [Transition Cloud (1)](https://blog.brightpattern.com/topic/transition-cloud)
- [UberCloud (1)](https://blog.brightpattern.com/topic/ubercloud)
- [Virtual Queuing (1)](https://blog.brightpattern.com/topic/virtual-queuing)
- [Visually Impaired (1)](https://blog.brightpattern.com/topic/visually-impaired)
- [Voice of the Customer (1)](https://blog.brightpattern.com/topic/voice-of-the-customer)
- [WFM (1)](https://blog.brightpattern.com/topic/wfm)
- [Zendesk (1)](https://blog.brightpattern.com/topic/zendesk)
- [agent guide (1)](https://blog.brightpattern.com/topic/agent-guide)
- [big data (1)](https://blog.brightpattern.com/topic/big-data)
- [call center innovation (1)](https://blog.brightpattern.com/topic/call-center-innovation)
- [chat customer care (1)](https://blog.brightpattern.com/topic/chat-customer-care)
- [cold call training (1)](https://blog.brightpattern.com/topic/cold-call-training)
- [compliance (1)](https://blog.brightpattern.com/topic/compliance)
- [connected world (1)](https://blog.brightpattern.com/topic/connected-world)
- [contact center API (1)](https://blog.brightpattern.com/topic/contact-center-api)
- [contact center kpis (1)](https://blog.brightpattern.com/topic/contact-center-kpis)
- [contact center service level agreements (1)](https://blog.brightpattern.com/topic/contact-center-service-level-agreements)
- [contact center staffing (1)](https://blog.brightpattern.com/topic/contact-center-staffing)
- [contact center training (1)](https://blog.brightpattern.com/topic/contact-center-training)
- [contact center vendors (1)](https://blog.brightpattern.com/topic/contact-center-vendors)
- [context in conversation (1)](https://blog.brightpattern.com/topic/context-in-conversation)
- [customer satisfaction (1)](https://blog.brightpattern.com/topic/customer-satisfaction)
- [data augmentation (1)](https://blog.brightpattern.com/topic/data-augmentation)
- [data never sleeps (1)](https://blog.brightpattern.com/topic/data-never-sleeps)
- [education contact center (1)](https://blog.brightpattern.com/topic/education-contact-center)
- [employee performance management (1)](https://blog.brightpattern.com/topic/employee-performance-management)
- [financial services (1)](https://blog.brightpattern.com/topic/financial-services)
- [gamification (1)](https://blog.brightpattern.com/topic/gamification)
- [global communities (1)](https://blog.brightpattern.com/topic/global-communities)
- [healthcare contact center (1)](https://blog.brightpattern.com/topic/healthcare-contact-center)
- [infographic (1)](https://blog.brightpattern.com/topic/infographic)
- [inside sales (1)](https://blog.brightpattern.com/topic/inside-sales)
- [live chat (1)](https://blog.brightpattern.com/topic/live-chat)
- [messenger apps (1)](https://blog.brightpattern.com/topic/messenger-apps)
- [millennials (1)](https://blog.brightpattern.com/topic/millennials)
- [mobile app engagement (1)](https://blog.brightpattern.com/topic/mobile-app-engagement)
- [mobile customer care (1)](https://blog.brightpattern.com/topic/mobile-customer-care)
- [mobile marketing (1)](https://blog.brightpattern.com/topic/mobile-marketing)
- [modern customers (1)](https://blog.brightpattern.com/topic/modern-customers)
- [multi channel services (1)](https://blog.brightpattern.com/topic/multi-channel-services)
- [multi-generational families (1)](https://blog.brightpattern.com/topic/multi-generational-families)
- [ovum (1)](https://blog.brightpattern.com/topic/ovum)
- [pci dss (1)](https://blog.brightpattern.com/topic/pci-dss)
- [pre-recorded messages (1)](https://blog.brightpattern.com/topic/pre-recorded-messages)
- [prior written consent (1)](https://blog.brightpattern.com/topic/prior-written-consent)
- [retailers (1)](https://blog.brightpattern.com/topic/retailers)
- [rich contact experience (1)](https://blog.brightpattern.com/topic/rich-contact-experience-2)
- [robocalling (1)](https://blog.brightpattern.com/topic/robocalling)
- [sales (1)](https://blog.brightpattern.com/topic/sales)
- [sales prospecting (1)](https://blog.brightpattern.com/topic/sales-prospecting)
- [sentiment (1)](https://blog.brightpattern.com/topic/sentiment)
- [service level agreement (1)](https://blog.brightpattern.com/topic/service-level-agreement)
- [smartphone capabilities (1)](https://blog.brightpattern.com/topic/smartphone-capabilities)
- [social media (1)](https://blog.brightpattern.com/topic/social-media-2)
- [social media aware contact center (1)](https://blog.brightpattern.com/topic/social-media-aware-contact-center)
- [social media customer service (1)](https://blog.brightpattern.com/topic/social-media-customer-service)
- [surveys (1)](https://blog.brightpattern.com/topic/surveys)
- [sustomer service (1)](https://blog.brightpattern.com/topic/sustomer-service)
- [switching economy (1)](https://blog.brightpattern.com/topic/switching-economy)
- [teleprospecting (1)](https://blog.brightpattern.com/topic/teleprospecting)
- [travel (1)](https://blog.brightpattern.com/topic/travel)
- [utilties (1)](https://blog.brightpattern.com/topic/utilties)
- [virtual desktop (1)](https://blog.brightpattern.com/topic/virtual-desktop)
- [virtual queue (1)](https://blog.brightpattern.com/topic/virtual-queue)
- [website usability report (1)](https://blog.brightpattern.com/topic/website-usability-report)
- [who are connected customers (1)](https://blog.brightpattern.com/topic/who-are-connected-customers)

see all

 By [Peter Miles Low](https://blog.brightpattern.com/author/peter-miles-low) [Oct 11, 2018 7:00:00 AM](https://blog.brightpattern.com/whats-on-your-supervisor-screen-agent-kpis) [Agent KPIs](https://blog.brightpattern.com/topic/agent-kpis)

![Agent KPIs](https://blog.brightpattern.com/hs-fs/hubfs/KPIs.jpg?width=1903&name=KPIs.jpg)

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?

Over the next few weeks, I’ll be sharing best practices and thought leadership on the topic of contact center KPIs, which are used by SMB and enterprise companies to make better business decisions and improve the customer experience. But first, what’s a KPI?

A Key Performance Indicator (KPI), also called a metric, is a value that you can measure, one that shows just how effective your business is at achieving its goals. If your top business goal is to boost customer satisfaction, for example, you’ll probably want to keep an eye on KPIs such as call abandonment rates, survey responses, average handle time, and so forth. Contact centers use metrics to collect specific data from every interaction, service, queue, agent, survey, and more.

In any contact center, the real-time [metrics that supervisors use](https://www.brightpattern.com/call-center-software-features/supervisor-real-time-actionable-dashboards/) on a daily basis generally fall into common categories, such as these:

- Agent metrics
- Campaign-specific metrics
- List metrics
- Service metrics
- Skill metrics
- Team metrics

![add-metrics-1](https://blog.brightpattern.com/hs-fs/hubfs/add-metrics-1.png?width=600&name=add-metrics-1.png)

Nestled in each category, there can be dozens, if not hundreds, of metrics, and the ones that matter really depend on your company’s goals.

# **Your Agents, At-a-Glance**

Do you know what your agents are doing, right now? Supervisors need [dashboards](https://www.brightpattern.com/call-center-software-features/supervisor-real-time-actionable-dashboards/) and [wallboards](https://www.brightpattern.com/call-center-software-features/wallboards-with-point-and-click-customization/) with real-time KPIs that signal which agents and teams need to be monitored. And when there are 50+ KPIs to choose from, how do you know which ones are the most important? The more metrics you add to a dashboard, the less useful a dashboard becomes. In this blog, we will focus on some of the most-useful real-time agent metrics for contact center supervisors to watch.

![chat-kpi-6](https://blog.brightpattern.com/hs-fs/hubfs/chat-kpi-6.png?width=1559&name=chat-kpi-6.png)

## **Agent State**

An agent’s state indicates whether or not the agent can handle an interaction. It may seem basic, but this information is very useful to the supervisor monitoring a team of agents working both in-house and remotely. Agent State provides an at-a-glance look at whether agents are ready, not ready, busy, idle, or doing after-call work. For agents in the Not Ready state, this metric also provides the reason (e.g., lunch, break, meeting, etc.).

Agent State shows what every logged in agent on your team is doing right now. If all your agents are busy, you know why the queue is filling up with calls, or why callers are still on hold. Likewise, if all your agents are ready yet the queue is backed up and customers are not being helped, you have reason to suspect your services are not running.

![chat-kpi-7](https://blog.brightpattern.com/hs-fs/hubfs/chat-kpi-7.png?width=1141&name=chat-kpi-7.png)

## **Time in State**

Time in State is how long (in minutes and seconds) an agent has been ready, not ready, and so forth. Generally supervisors will know what duration is acceptable for service calls, chats, breaks, and after-call work, and the Time in State metric will give them a cursory view of who’s working as expected, who’s slacking, and who needs help. For example, the supervisor may want to check in on an agent who’s been in the Not Ready state for 24 minutes, with no reason given.

## **ACW Time**

After-call work (ACW) consists of all the tasks that agents must do before they can complete the interaction, tasks such as setting a disposition, creating contacts, writing notes, setting follow-ups, and more. These tasks are important but tedious. Agents in the ACW state cannot handle a new interaction until this work is done.

ACW Time can show you which agents and teams are not accepting new interactions because they’re still working on the old. High ACW time can indicate it’s time to relieve your agents of this type of work and automate the tasks instead.

## **Sentiment**

Displayed as faces that are happy, neutral, or angry, [sentiment](https://www.brightpattern.com/call-center-software-features/insight-on-changes-in-customer-behavior/) provides a quick glimpse at the general mood and satisfaction level of your customers, in real time. It’s not the sentiment of your agents. Happy faces mean happy customers, and angry ones spell low customer satisfaction and poor reviews.

When agents chat with a customer, for example, the system is utilizing Natural Language Understanding and other cognitive technologies to assess the customer’s satisfaction level. Positive keywords, statements, and expressions become happy faces in the supervisor’s monitoring screen and in the agent’s active interaction. Sentiment is also saved in interaction records and chat transcripts such as this.

![chat-transcript-1](https://blog.brightpattern.com/hs-fs/hubfs/chat-transcript-1.png?width=600&name=chat-transcript-1.png)

The sentiment of an unhelpful chat session would immediately appear on the agent’s screen within the chat as well as on the supervisor’s screen. A slew of angry faces in the supervisor’s list view of active agent interactions means the supervisor should monitor those agents and step in to help.

![chat-kpi-4](https://blog.brightpattern.com/hs-fs/hubfs/chat-kpi-4.png?width=373&name=chat-kpi-4.png)

## **Customer Satisfaction**

Customer Satisfaction (CSAT) is the average result of surveys where the customer satisfaction question has been answered. The best way to know how your customers feel about your service, agents, products, or anything else, is to ask them.

## **Net Promoter Score**

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist, by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0 to 6).

You want to have a high NPS at all times. Customers are more likely to respond positively to a contact satisfaction question if they had a good experience with a knowledgeable, helpful agent. For contact centers, NPS is key way to measure success.

![chat-kpi8](https://blog.brightpattern.com/hs-fs/hubfs/chat-kpi8.png?width=450&name=chat-kpi8.png)

**A Contact Center Driven by Insights**

Agent metrics provide detailed information about agent performance and customer satisfaction. These KPIs provide the insights you need for improving agent engagement and elevating the customer experience.

After all, customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by [downloading our e-book](https://www.brightpattern.com/resources/e-books/improving-customer-experience-trough-agent-engagement/).

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#### About [Peter Miles Low](https://blog.brightpattern.com/author/peter-miles-low)

Peter is a Senior Account Executive with fast growing cloud-based contact center software vendor Bright Pattern. Having spent over 20 years selling technology and services to companies like Goldman Sachs, EMC, PricewaterhouseCooper and more, he is passionate about helping organizations achieve desired business outcomes with cutting edge technology and strategy. Certified in Cloud Economics and ROI through AWS and having successful stints at Interactive Intelligence and Genesys, Peter brings a unique perspective to service based companies that are striving to move away from legacy technology infrastructure and processes towards a true Omni-Channel CX model.

[How to Motivate Your Support Team to Improve Customer Relations](https://blog.brightpattern.com/how-to-motivate-your-support-team-to-improve-customer-relations) [Gartner's GetApp Call Center Category Leaders of Q4 2018](https://blog.brightpattern.com/getapp-call-center-category-leaders-of-q1-2018)

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