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 (Quality Assurance: the program that scores and reviews agent interactions.) scores, schedule adherence, CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.), training completion, and attendance into one tenant-configurable composite — LOB (Line of Business: a distinct client program or queue within an operation.)-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
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.
Pulse Surveys
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.
Predictive Attrition — Preview Mode
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.
Peer Recognition (Kudos)
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.