Pylon Metric
Customer Support
Agent Productivity Score is a balanced composite metric that evaluates support agent effectiveness across multiple dimensions including conversations handled, resolution time, first-response speed, customer satisfaction, and escalation rate. It avoids over-indexing on volume by equally weighting quality indicators.
PylonCustomer SupportAgent Productivity Score
Agent Productivity Score is a balanced composite metric that evaluates support agent effectiveness across multiple dimensions including conversations handled, resolution time, first-response speed, customer satisfaction, and escalation rate. It avoids over-indexing on volume by equally weighting quality indicators.
Why agent productivity score matters for Pylon users
Measuring agents purely on volume incentivises rushing through conversations without genuinely solving problems. A balanced productivity score recognises agents who take the time to resolve complex issues thoroughly, not just those who close the most tickets.
For Pylon teams, agent-level productivity data enables personalised coaching. Managers can identify whether an agent needs help with speed, quality, or specific topic areas, transforming generic feedback into targeted development plans.
Understand and act on agent productivity score with KPI Tree
Extract per-agent performance data from Pylon into your warehouse and compute a weighted productivity score in KPI Tree. Link it to team workload distribution and customer satisfaction in your metric tree.
Assign RACI ownership to team leads and track trends over time rather than using point-in-time scores for performance conversations.
Get started with your Pylon data
MCPPull metrics from Pylon directly through the Model Context Protocol.
Connect your existing warehouse where Pylon data already lands.
Our professional services team can build you turn-key AI foundations in a matter of weeks. Data warehouse on Snowflake/BigQuery, ELT with Fivetran, all modelled in dbt with a semantic layer.
Related Pylon metrics
First Response Time
Customer SupportMetric Definition
First Response Time = First Agent Reply Timestamp − Conversation Created Timestamp
First Response Time (FRT) measures the elapsed time from when a customer initiates a conversation to when they receive the first human reply from a support agent across any Pylon channel. Speed of initial acknowledgement strongly influences customer perception of the entire support interaction.
Average Resolution Time
Customer SupportMetric Definition
Resolution Time = Conversation Resolved Timestamp − Conversation Created Timestamp
Resolution Time measures the total elapsed time from when a customer opens a conversation across any Pylon channel to when it is marked as resolved. It encompasses first response time, investigation, back-and-forth exchanges, and any internal waiting periods. It is a primary indicator of support efficiency.
Customer Satisfaction Score
Customer SupportMetric Definition
CSAT = Positive Ratings / Total Ratings × 100
Customer Satisfaction Score (CSAT) measures the percentage of customers who rate their support experience positively after a Pylon conversation. It is the most widely used indicator of support quality and directly reflects whether agents are meeting customer expectations across all channels.
Team Workload Distribution
Customer SupportMetric Definition
Team Workload Distribution measures how support conversations are distributed across teams and individual agents within Pylon. It highlights imbalances where some agents are overloaded while others are under-utilised, enabling fairer distribution and more sustainable working conditions.
All Pylon metrics
Account Health ScoreAgent Specialisation AnalysisChannel Performance AnalysisConversation Handoff AnalysisConversation Sentiment AnalysisConversation Volume TrendsCross-Channel Journey AnalysisCustom Field UtilisationCustomer Contact FrequencyCustomer Effort ScoreCustomer Satisfaction ScoreEscalation RateFirst Response TimeIssue Category DistributionIssue Recurrence RateKnowledge Gap IdentificationMessage Response Time by PriorityPeak Hours AnalysisRepeat Contact RateAverage Resolution TimeSupport Cost per ContactTag Usage PatternsTeam Workload DistributionEmpower your team to understand and act on Pylon data
Map what drives your metrics, measure progress at any grain, prove what works statistically, and deliver personalised action plans to every team member.
