Product: coaching
Every agent, human or AI, coached on what comes back.
Agentic Performance Management replaces QA scorecards with experience data: which issue types each agent resolves in one contact, which return, how that compares with peers and the floor, and what the top performers say differently.
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100%
of interactions graded, where QA samples a few per agent
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1CX Rate
resolved with no further contact, observed in experiential blocks
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One scale
for human specialists and AI agents alike
Definition
What Agentic Performance Management is.
Agentic Performance Management is the coaching altitude of the Answer Engine. It measures every agent on the experiences they leave behind: 1CX Rate, the share of experiences resolved with no additional contact; CPRx, contacts per resolved experience; and AMPRx, the minutes of effort per resolved experience. Each is computed per agent and per issue type, across every channel, on 100% of interactions.
Human specialists and AI agents are graded on the same scale, so the question is never whether automation or people handled the contact. The question is whether the experience resolved, and what to coach when it did not.
Questions
The two questions we hear first.
What is Agentic Performance Management?
The coaching layer of the Brain. It ranks, for every agent, the issue types they are not resolving compared with their peers, turns the gaps into coaching sessions and supplies the prevention statistics and top-performer talk tracks that close them. Managers see the session pipeline; agents see their own gaps and can submit feedback for approval.
How is it priced?
It is part of the Brain, priced per active agent per month, with the Forward Deployed team included. The figure is in your proposal.
From scorecards to experiences
The team lead scored tone and greeting. The customer called back on Thursday.
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Problem
A team lead reviews a handful of calls per agent each month and scores them for greeting, empathy, compliance and hold etiquette. The scorecard is subjective, the sample is thin, and the agents know which calls will be picked.
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Complication
Only about 1 to 3% of conversations are ever analyzed today, and what is analyzed is activity: how the contact was handled. The customer's problem lives elsewhere, in whether the issue came back, through which channel and how many times. Handle time, the metric agents are actually managed to, explains 7% of satisfaction.
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Solution
Agentic Performance Management computes 1CX Rate, CPRx and AMPRx for every agent by issue type, compares each with the team and the floor, and ranks the gaps. Managers get a coaching pipeline with the interventions that reduce repeat demand. Agents get a view of the issues they are not solving, the peers who are, and what those peers say.
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Value
Coaching moves the metric that tracks satisfaction at R² 0.981, on every interaction, for people and for AI agents alike. Repeat contacts are the demand that should not exist. This is where they are prevented, one agent and one issue type at a time.
The agent's view
What issues am I not solving?
Each agent sees their 1CX Rate per issue type next to the peer average, the size of the gap, and the prevention statistics behind it. Beneath that sit the practices and talk tracks of the top performers on the same issue type.
- Gaps ranked by the demand they generate, not by the scorecard item.
- Peer best practices attached to each gap.
- Feedback submitted by the agent, approved by the manager, tracked in the timeline.
How we deliver
The people ship with the software.
Agentic Performance Management arrives with the Brain as Software with a Service: the platform plus a Forward Deployed team that builds your ontology, runs the program and stays as your systems change. One fee covers both. Pricing is set in your proposal.
FDE
Forward Deployed Engineers
Build and validate the data ontology, normalize fragmented data and establish secure pipelines.
FDS
Forward Deployed Strategists
Advisory, roadmaps, operating model design and the recommendations that move the business units causing demand.
FDDS
Forward Deployed Data Scientists
Predictive models, experiential analytics and the statistical validation behind every number we publish.
SME
Subject Matter Experts
Contact center, CRM, workforce management and industry depth, inside your operation from the first week.
Coach the experience, not the call.
Bring your QA program and your repeat-contact numbers to a working session. We will show which issue types your coaching touches and which it misses.