# Set fair performance metrics for support agents

A balanced set of agent goals that rewards quality and resolution, with definitions and safeguards against gaming the numbers.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Data & Analytics, Customer Support, Analyze, Explain & Teach, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/set-fair-performance-metrics-for-support-agents

## Prompt

```text
Help me set performance metrics and targets for my support agents.

**Metrics we currently track:** [e.g. tickets closed, handle time, first response time, CSAT, QA score, reopen rate]
**How targets are used today:** [coaching only / performance reviews / bonuses]
**Problems I've seen:** [e.g. agents closing tickets too early, rushing chats, cherry-picking easy tickets]
**Ticket mix and channels:** [DETAILS - simple vs. complex work]
**Team experience levels:** [new vs. tenured]
**Current team performance:** [AVERAGES AND RANGES]

Do this:
1. For each current metric, explain what it actually measures, what agents can control, and how it can be gamed.
2. Recommend a balanced set of 4-5 metrics covering quality, customer outcome, productivity, and reliability. Pair metrics that keep each other honest (e.g. handle time with reopen rate or QA).
3. Give a precise definition for each: formula, data source, review period, and minimum sample size before it's judged.
4. Suggest targets based on my team's current numbers, with adjustments for ticket mix and tenure.
5. Explain how to use the metrics in 1:1s and reviews: trends over single weeks, context over rankings.
6. Draft a short explanation for the team on what we measure and why.

Avoid metrics agents can't influence (e.g. CSAT driven by product or policy). Check that performance management practices follow your HR policies and local employment law.
```

## What to fill in

- coaching only / performance reviews / bonuses
- DETAILS - simple vs. complex work
- new vs. tenured
- AVERAGES AND RANGES

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