The Agent page is the individual performance view in Frontline Intelligence.
It helps supervisors understand how one agent performs across the interactions included in the selected FI context.
Use it to connect quality scores, reasons, and criteria to real coaching decisions.
The Agent page helps teams:
evaluate quality at the person level
spot strengths and recurring failure patterns
identify which Reasons or Criteria need coaching
track improvement over time
Birdie aggregates the interactions that match the current filters and shows how one agent performs within that scope.
This makes it easier to separate isolated issues from recurring behavior.
Agent analysis is especially useful for:
coaching and feedback cycles
supervisor follow-up
calibration discussions
performance reviews based on evidence
The Agent page connects individual performance to the FI model behind it.
Use it to understand:
which Reasons this agent handles most
which Criteria pass or fail more often
where the agent needs support, coaching, or recognition
The Agent analysis page follows the same layout described in Analysis Page Structure.
What changes is the level of analysis. Instead of looking at a full Area or one Reason, you focus on one agent inside the selected scope.
Agent Feedback
Reasons
Criteria
Last updated 6 days ago
