This section covers support call quality and agent development: the balance between AHT and quality, measuring first call resolution properly, reading silence and interruptions, handling an upset customer, why sentiment is not the agent's score, call transfer quality, turning a low score into a concrete coaching plan, and measuring coaching results honestly.
The articles are for support managers, team leads and training specialists. Evidence-based evaluation of each step of a call standard is described on the Vexvon Audio Analyzer page.
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AHT measures agent time, not whether the customer's problem was solved. How to read it alongside repeat contact, resolution and call content.
Silence, hold and interruptions are signals, not scores. How to read them in context, when to treat them as a problem, and how to write them into a call standard.
Customer sentiment classifies the words spoken in a call; it is not the agent's score. How to use it as a context signal, and when it misleads.
Measure de-escalation with four observable behaviours rather than "was the agent calm?": acknowledge, clarify, explain what is possible, hand off.
The score went up after coaching — does that prove it worked? How to measure properly with the same criterion, the same version and comparable calls.
FCR cannot be read from one call. Which fields you need, how to write the definition, and what three different FCR figures from one week tell you.
A low score is not yet a coaching plan. How to turn it into a concrete plan: one behaviour, an example call, practice, an owner and re-evaluation.
Transfer quality comes down to four questions: was it needed, was it explained, was context passed on, and did the customer have to repeat themselves?
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