Create balanced performance review templates for support agents with metrics and growth areas.
## Agent Performance Review Template Create a performance review template for support agents: **Evaluation Criteria:** [CRITERIA] **Rating Scale:** [SCALE — 1-5/1-10/exceeds-meets-below] **Review Period:** [PERIOD] **Review Structure:** ### Section 1: Quantitative Metrics | Metric | Target | Actual | Rating | |---|---|---|---| | Tickets resolved/day | [TARGET] | [ACTUAL] | [RATING] | | First contact resolution | [TARGET]% | [ACTUAL]% | [RATING] | | Average handle time | [TARGET] min | [ACTUAL] min | [RATING] | | CSAT score | [TARGET] | [ACTUAL] | [RATING] | | Quality score | [TARGET]% | [ACTUAL]% | [RATING] | | Attendance | [TARGET]% | [ACTUAL]% | [RATING] | ### Section 2: Qualitative Assessment **Communication Skills:** [1-5] - Clarity of written responses - Empathy and tone - Active listening (on calls) - Grammar and professionalism **Problem-Solving:** [1-5] - Root cause identification - Creative solution finding - Escalation judgment - Documentation quality **Product Knowledge:** [1-5] - Feature understanding - Troubleshooting ability - Staying current with updates - Knowledge sharing with team **Teamwork:** [1-5] - Helping colleagues - Knowledge base contributions - Meeting participation - Mentoring (for senior agents) ### Section 3: Growth Plan **Strengths to Leverage:** 1. [STRENGTH] 2. [STRENGTH] **Areas for Development:** 1. [AREA] — Action: [DEVELOPMENT_PLAN] 2. [AREA] — Action: [DEVELOPMENT_PLAN] **Goals for Next Period:** 1. [SMART_GOAL] 2. [SMART_GOAL] 3. [SMART_GOAL]
Free to copy and use. Compatible with Claude 4 Opus, GPT-5, Llama 4.
Specify evaluation criteria in [CRITERIA] and rating scales.
Initial release
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