Tom H.

Retention team · 96 conversations scored · weighted 91% against an 85% target

Score by parameter

Click a parameter to see the weak conversations

Same parameters, different channels

Every conversation this agent handled, with the score against each parameter

Date	Conversation	Interface	Agent	Greeting	Discovery	Policy	Empathy	Resolution	Total
Sep 10, 2026	Refund — customer asked for a same-week fix Refund · 8m 38s	Chat	Tom H.	83	94	76	87	98	88
Sep 09, 2026	Refund — customer asked for a same-week fix Refund · 4m 24s	Voice	Tom H.	94	76	87	98	80	87
Sep 08, 2026	Re: Refund — case #4114 Refund · —	Email	Tom H.	76	87	98	80	91	86
Sep 07, 2026	Refund — customer asked for a same-week fix Refund · 5m 45s	Chat	Tom H.	87	98	80	91	73	86
Sep 06, 2026	Refund — customer asked for a same-week fix Refund · 10m 31s	Voice	Tom H.	98	80	91	73	84	85
Sep 06, 2026	Re: Refund — case #4129 Refund · —	Email	Tom H.	80	91	73	84	95	85
Sep 05, 2026	Refund — customer asked for a same-week fix Refund · 11m 52s Auto-fail: No recording disclosure	Chat	Tom H.	91	73	84	95	77	84
Sep 04, 2026	Refund — customer asked for a same-week fix Refund · 7m 38s	Voice	Tom H.	73	84	95	77	88	83

Repeated misses turned into coaching points

Weighted score over the last five weeks

5 weeks ago97%

4 weeks ago94%

3 weeks ago95%

2 weeks ago90%

Last week91%