Growth
Agent Performance Hub
The unified performance surface for agents and their managers. Pulls QA scores, attendance, productivity, and learning together into one view; layers gamification (leaderboards, badges, peer recognition), pulse surveys with wellbeing tracking, and a predictive attrition model that runs in preview mode for tenants with enough signal history. Closes the gap between data and action for operations managers and coaches.
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.
PlannedPulse Surveys + Wellbeing
sub-spec 27B
Lightweight surveys (one or two questions, weekly) that surface morale and wellbeing signals before they show up as attrition. Aggregate views for managers; anonymized roll-ups for HR.
PlannedPredictive 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.
Planned