Agent Performance Scorecard

Purpose. key metrics for Universal Contact Center.

Audience: contact center ops leaders.

What you upload

Any export from Universal Contact Center. We auto-detect common vendor formats and fall back to a generic schema.

Expected columns (or close variants):

call_id, queue, agent, timestamp, duration_sec, wrap_sec, hold_sec, outcome, transferred

What you get

• KPIs. Rows, Queues, Abandon %, AHT
• Charts. Queue distribution + hour-of-day pattern.
• AI narrative. Short plain-English read of what the KPIs mean.
• Exports. CSV, XLSX, PDF.

Where to get the data

Depends on your vendor. Common paths:

• Historical / CDR / CRM export from the admin console.
• Data lake extract (Snowflake / BigQuery / Redshift) if you have one.

Privacy

Your file is parsed in the browser. Only aggregated KPIs are sent when you click "Generate AI summary" — no phone numbers, extensions, MACs, or raw rows.

Known limits

• Row cap: 100 MB file size. Larger exports should be pre-aggregated.
• AI summary requires network — the rest of the tool works offline.