Growth
Performance Hub
The Performance Hub is the single place a supervisor opens to see how the floor is doing today and where a specific agent is trending. It pulls QA scores, schedule adherence, CSAT, training completion, and attendance into one tenant-configurable composite — LOB-level weights, because collections is not retention is not tech support — refreshed nightly with null-safe weighting so an unscored dimension never drags the number to zero.
Agents see their own score, a 90-day trend, and their percentile inside their LOB. Supervisors see a sortable ranked team list, drill into any agent, set goals for the period, write formal reviews, and get alerts when a score drops or a threshold is crossed. When underperformance sustains, the hub hands off to a structured Performance Improvement Plan rather than relying on a chat thread no one searches later.
The engagement layer — gamification, pulse surveys with wellbeing signals, peer kudos — sits on the same data, so a leaderboard or recognition event is operating on the same composite the supervisor is reviewing in the formal cycle. Not a reporting tool; a daily work surface for the agent and their manager, with the audit trail and review history that formal performance management actually requires.
What's inside
Gamification
sub-spec 27A
Leaderboards, badges, and peer recognition that plug into the metrics agents already see. Done well, lifts engagement; done poorly, gets ignored — the platform gives you the levers to tune it without a separate tool.
AvailablePulse Surveys
sub-spec 27B
Lightweight one or two-question surveys, delivered weekly, that surface morale signals before they show up as attrition. Aggregate views for managers; anonymized roll-ups for HR.
AvailablePredictive Attrition — Preview Mode
sub-spec 27C
Pre-trained baseline model that flags agents at elevated risk of leaving, opt-in for tenants with at least 6 months of Wave 2 signal history. Labelled "preview" until the GA refresh in the next wave so nobody mistakes it for a finished product.
PlannedPeer Recognition (Kudos)
sub-spec 27D
Lightweight peer-to-peer kudos — an agent sends recognition to a colleague in a category, with a short message. Points feed gamification, recognitions surface on the agent's profile, managers can endorse the standout ones.
Available