1. Customer Service
  2. Efficiency Metrics

Agent Satisfaction Rate


The level of satisfaction agents express about their roles, usually gathered through regular surveys. Satisfied agents are more likely to provide better customer service, stay in their roles longer, and promote a positive workplace culture.


Average score given by agents in satisfaction surveys


If the combined scores from 10 agents amount to 42 on a scale of 1 to 5, the average agent satisfaction rate is 4.2.