Hours of 1 on 1 coaching time per agent
Time
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.
Formula
Total coaching hours / Number of agents
Example
If 5 agents receive a combined total of 25 hours of coaching in a month, the average is 5 hours per agent.