AGENT PERFORMANCE TRACKING WORKFLOW

Created by ChecklistGuro (https://checklistguro.com)

[ ] Fetch Agent Profile Data: Retrieve agent details, including name, role, and assigned team from the Agent Data Model.
[ ] Retrieve Historical Performance Logs: Fetch all completed task entries and performance metrics for the specific agent for the current month.
[ ] Calculate Average Quality Score: Calculate the average of all 'Quality Audit' scores from the recent performance entries.
[ ] Sum Total Resolved Tickets: Aggregate the count of all 'Resolved' status entries linked to the agent's ID.
[ ] Calculate Productivity Score: Execute a formula: (Total Resolved Tickets * 0.6) + (Average Quality Score * 0.4) to derive a weighted performance index.
[ ] Determine Variance from KPI: Calculate the difference between the calculated Productivity Score and the predefined Team KPI target.
[ ] Assign Performance Review Task: Create a task for the Team Lead to review the calculated metrics and provide qualitative feedback.
[ ] Create Coaching Session Task: If the Productivity Score is below threshold, create a task for the Supervisor to schedule a 1-on-1 coaching session.
[ ] Generate Performance Record: Create a new entry in the 'Monthly Performance Summary' data model containing the aggregated metrics and calculated score.
[ ] Update Agent Skill Level: Update the 'Skill Level' field in the Agent Data Model based on the new performance results.
[ ] Send Performance Summary to Agent: Send an automated email to the agent's email address containing their monthly highlights and score.
[ ] Notify Management of Low Performance: Send an alert email to the Department Head if the performance variance is negative.
[ ] Generate Monthly Performance PDF: Generate a formal report from the performance task data for archival and monthly review meetings.
[ ] Urgent Coaching Alert: Send an SMS notification to the Supervisor if an urgent coaching task is created due to critical KPI drops.
[ ] Cleanup Temporary Calculation Logs: Delete the temporary raw calculation entries used during the aggregation process to maintain data cleanliness.

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