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Dev P.
Care team · 121 conversations scored · weighted 79% against an 85% target
Score by parameter
Click a parameter to see the weak conversations
Score by interface
Same parameters, different channels
Scored conversations by date
Every conversation this agent handled, with the score against each parameter
| Date | Conversation | Interface | Agent | Greeting | Discovery | Policy | Empathy | Resolution | Total |
|---|---|---|---|---|---|---|---|---|---|
| Sep 10, 2026 | Re: Plan upgrade — case #4102 Plan upgrade · — | Dev P. | 96 | 78 | 89 | 100 | 82 | 89 | |
| Sep 09, 2026 | Plan upgrade — customer asked for a same-week fix Plan upgrade · 11m 10s | Chat | Dev P. | 78 | 89 | 100 | 82 | 93 | 88 |
| Sep 08, 2026 | Plan upgrade — customer asked for a same-week fix Plan upgrade · 7m 45s | Voice | Dev P. | 89 | 100 | 82 | 93 | 75 | 88 |
| Sep 08, 2026 | Re: Plan upgrade — case #4117 Plan upgrade · — Auto-fail: No recording disclosure | Dev P. | 100 | 82 | 93 | 75 | 86 | 87 | |
| Sep 07, 2026 | Plan upgrade — customer asked for a same-week fix Plan upgrade · 8m 17s | Chat | Dev P. | 82 | 93 | 75 | 86 | 97 | 87 |
| Sep 06, 2026 | Plan upgrade — customer asked for a same-week fix Plan upgrade · 4m 52s | Voice | Dev P. | 93 | 75 | 86 | 97 | 79 | 86 |
| Sep 05, 2026 | Re: Plan upgrade — case #4132 Plan upgrade · — | Dev P. | 75 | 86 | 97 | 79 | 90 | 85 | |
| Sep 04, 2026 | Plan upgrade — customer asked for a same-week fix Plan upgrade · 5m 24s | Chat | Dev P. | 86 | 97 | 79 | 90 | 72 | 85 |
What to improve
Repeated misses turned into coaching points
- Discovery — most missed parameter
- 12 conversations
- Says refund window as 30 days (policy is 14)
- 6 conversations
- Ends without a confirmed next step
- 5 conversations
- Assist suggestion shown but not used
- 18 times
Trend
Weighted score over the last five weeks
5 weeks ago85%
4 weeks ago82%
3 weeks ago83%
2 weeks ago78%
Last week79%