1. Customer Service
  2. Efficiency Metrics

Hours of 1 on 1 coaching time per agent


Average number of hours each agent spends in one-on-one coaching or training sessions over a specific period. Regular coaching can improve agent skills, boost morale, and ultimately lead to better customer service outcomes.


Total coaching hours / Number of agents


If 5 agents receive a combined total of 25 hours of coaching in a month, the average is 5 hours per agent.