Performance isn't just about first response time. When you evaluate agent quality—whether you're coaching a peer or reviewing your own metrics—you're really looking at three distinct stages of the conversation lifecycle.
Intake is where conversations enter the system and get routed. Engagement is how you work those conversations while they're live—speed, collaboration, and availability. Resolution is how it ends—whether you solved it, how fast, and whether the customer was satisfied. Excel in all three, and you're an exceptional agent. Ignore one, and your overall metrics suffer.