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AgentOS
Performance Platform

Your metrics,
at a glance.

Track calls, tickets, CSAT and adherence in real time. Stay on top of your daily goals without the noise.

Calls
128
+5 vs yday
CSAT
84%
−6% goal
Tickets
45
−5 vs target
Adherence
96%
On target
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v1.0

Today's Overview

Friday · Mar 28 · 2026
Live · Updated 1m ago
Calls
128
Target 100+5 vs yday
Tickets
38
Target 60−5 vs yday
CSAT
84%
Goal 90%−6% goal
Adherence
96%
Goal 95%+1% goal
Today's Schedule09:00 – 17:00
09:0010:0011:0012:0013:0014:0015:0016:0017:00
Calls
Calls
Start 09:00
End 11:00
Handled 58
Tickets
Tickets
Start 11:00
End 12:30
Resolved 22
Break
Time 12:30 – 13:00
Calls
Calls
Start 13:00
End 15:30
Handled 70
Tickets
Tickets
Start 15:30
End 16:45
Resolved 16
Break
Time 16:45 – 17:00
Calls09:00–11:00
Tickets11:00–12:30
⏸ Break12:30–13:00
Calls13:00–15:30
Tickets15:30–16:45
⏸ Break16:45–17:00
This WeekW13
DayCallsCSATAdherence
Week avg11287%94%
Mon11091%96%
Tue12589%95%
Wed9882%91%
Thu10785%93%
Fri (today)12884%96%
Alerts3 active
CSAT Below Target
CSAT at 84% · Goal 90% · 3 days below this week
15m ago
Tickets Below Target
Only 38 tickets resolved · Target is 60 · −37%
30m ago
Calls Target Exceeded
128 calls handled today · +28 above target · Great work
1h ago
Activity
Call #4588 completed
2m ago
CSAT score dropped
5m ago
Ticket #8821 assigned
8m ago
Call #4587 completed
12m ago
Ticket #8819 escalated
18m ago
Ticket #8815 resolved
25m ago
Adherence reached 96%
40m ago
Break ended at 13:00
1h ago
Calls target exceeded
1h 20m ago
Break started at 12:30
1h 50m ago

My Performance

Week of Mar 24 · 2026
Total Calls
560
vs last week+22
Avg Handle
8m 10s
Target 6m 30s+1m 40s
CSAT
87%
Goal 90%−3%
Adherence
94%
Goal 95%−1%
ProductivityMon – Fri
DayCallsTicketsAvg Handle
Monday110288m 22s
Tuesday125427m 55s
Wednesday98318m 40s
Thursday107387m 48s
Friday128388m 10s
Call volume above target but average handle time is above benchmark all week. Wednesday had the lowest output. Focus on reducing after-call work to bring AHT down.
Quality5 metrics
MetricYour ScoreTargetStatus
First Call Resolution82%85%
Below target
Customer Satisfaction87%90%
Below target
Quality Audit Score93%90%
Above target
Compliance Rate95%95%
On target
Call Back Rate6.2%≤5%
Below target
Audit and compliance scores are solid. However FCR, CSAT, and callback rate are all below targets — these are linked. Improving first-contact resolution will reduce callbacks and lift CSAT.
Efficiency5 metrics
MetricYour TimeBenchmarkStatus
AVG Handling Time8m 10s6m 30s
Below target
After Call Work2m 05s1m 20s
Below target
Hold Time0m 38s0m 50s
Above target
Transfer Rate4.2%5%
Above target
Available Time93%91%
Above target
Hold time, transfers, and availability are all healthy. After-call work at 2m 05s is nearly double the benchmark — this is the primary driver of high AHT. Reducing wrap-up time should be the priority.

My Schedule

Week of Mar 24 · 2026
24 Mar – 28 Mar 2026
This week
09:0010:0011:0012:0013:0014:0015:0016:0017:00
MonMar 24
Calls
Calls
Start 09:00
End 11:00
Tickets
Tickets
Start 11:00
End 12:30
Break
Time 12:30–13:00
Calls
Calls
Start 13:00
End 15:30
Tickets
Tickets
Start 15:30
End 17:00
09:0010:0011:0012:0013:0014:0015:0016:0017:00
TueMar 25
Calls
Calls
Start 09:00
End 11:00
Tickets
Tickets
Start 11:00
End 12:30
Break
Time 12:30–13:00
Calls
Calls
Start 13:00
End 15:30
Tickets
Tickets
Start 15:30
End 17:00
09:0010:0011:0012:0013:0014:0015:0016:0017:00
WedMar 26
Calls
Calls
Start 09:00
End 11:00
Tickets
Tickets
Start 11:00
End 12:30
Break
Time 12:30–13:00
Training
Training
Start 13:00
End 14:30
Calls
Calls
Start 14:30
End 17:00
09:0010:0011:0012:0013:0014:0015:0016:0017:00
ThuMar 27
Calls
Calls
Start 09:00
End 11:00
Tickets
Tickets
Start 11:00
End 12:30
Break
Time 12:30–13:00
Meeting
Team Meeting
Start 13:00
End 14:00
Calls
Calls
Start 14:00
End 16:00
Tickets
Tickets
Start 16:00
End 17:00
09:0010:0011:0012:0013:0014:0015:0016:0017:00
FriMar 28
Calls
Calls
Start 09:00
End 11:00
Tickets
Tickets
Start 11:00
End 12:30
Break
Time 12:30–13:00
Calls
Calls
Start 13:00
End 15:30
Tickets
Tickets
Start 15:30
End 17:00
MonMar 24
Calls09:00–11:00
Tickets11:00–12:30
⏸ Break12:30–13:00
Calls13:00–15:30
Tickets15:30–17:00
TueMar 25
Calls09:00–11:00
Tickets11:00–12:30
⏸ Break12:30–13:00
Calls13:00–15:30
Tickets15:30–17:00
WedMar 26
Calls09:00–11:00
Tickets11:00–12:30
⏸ Break12:30–13:00
Training13:00–14:30
Calls14:30–17:00
Thu — TodayMar 27
Calls09:00–11:00
Tickets11:00–12:30
⏸ Break12:30–13:00
Team Meeting13:00–14:00
Calls14:00–16:00
Tickets16:00–17:00
FriMar 28
Calls09:00–11:00
Tickets11:00–12:30
⏸ Break12:30–13:00
Calls13:00–15:30
Tickets15:30–17:00
Upcoming Days Off
DaysTypeApproverStatus
Apr 7 – Apr 8Personal Day OffTeam Lead
Approved
Apr 21 – May 1VacationTeam Lead
Approved
May 15 – May 16Personal Day OffTeam Lead
Declined

My Profile

Agent · John Doe
JD
John Doe
Customer Support Agent · Technical Support – Tier 1
EMP-48217
INB-EUTCK-GenCHAT-L1
TitleCustomer Support Agent
Team / DepartmentTechnical Support – Tier 1
SupervisorElena Markovic
Employee IDEMP-48217
Shift TypeFixed Morning Shift
Assigned QueueINB-EUTCK-GenCHAT-L1
Employment
Employment Type Full Time
Work Location Remote
Hire Date 02 Oct 2025
Time Zone CET
Work Mode Home Office
Contact
Home Address Something Some no. 7
Emergency Contact Jane Doe
Contact Number +123456789
Emergency Number +123456789
Email Address john.doe@gmail.com

Evaluations

Quarter Review (Start → Today)
01 Mar 2026
Exceeds Expectations
"Great progress over first five months with strong CSAT and quality outcomes. Continue developing ticket handling speed."
Month 1 Performance Review
02 Nov 2025
Meets Expectations
"Solid first month — call handling and CSAT are consistent. Let's aim to improve adherence slightly for next period."
Mid-Season Efficiency Review
20 Jan 2026
Meets Expectations
"Efficiency metrics are stable; however, slight improvement in average handle time and hold time will help boost productivity."
Onboarding Completion
15 Oct 2025
Meets Expectations
"John transitioned smoothly through onboarding and quickly grasped core support processes. Focus next on reducing after-call work."
Quality & Compliance Check-In
15 Dec 2025
Exceeds Expectations
"Quality audit scores increased to 96% this period and compliance is strong. Excellent attention to procedure."
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