Identify
agent performance from conversations
Verbix.ai Agent Scoring help contact center / CX operations by calculating combined of compliance, quality, quantitative,coaching and performance score for better effectiveness of agent.
Quick Support
Easy Setup
Productivity Metrics
AVG Handle Time (AHT)
6.2 mins
First Call Revolution (FCR)
81%
Call Volume
145
Escalation rate
9%
Coaching Insights
Strength
Impact on customer sentiment.
Areas to Improve
Customers left calls happier.
Action Plan
Implement communication training emphasizing clarity and attentive listening.
Retail store experience productivity
Retail stores in melbourne leveraged Verbix Agent Scoring to transform customer experiences during weather delay complaints.
Empathy Score:
improved from 5/10 → 8/10
De-escalation Score:
rose from 62 → 81
Positive Call Outcomes:
increased from 61% → 83%
Result : Escalations reduced by 50%, resulting in higher team productivity and customer satisfaction within 6 months.