Agent quality score is an individual agent's aggregated performance rating across QA evaluations, customer feedback, and operational metrics over a defined period.

Where QA score measures interaction quality, agent quality score measures agent quality—rolling up multiple signals into a single view of performance. This typically combines QA audit results, CSAT/CES feedback tagged to the agent, adherence metrics, and sometimes peer or supervisor assessments. The weighting depends on what you're optimizing for.

Use agent quality scores for coaching, not just ranking. A score without diagnosis is useless—break it down into components so agents know what to improve. For regulated industries, include compliance-specific criteria: did the agent follow required disclosures, verify identity properly, document the interaction correctly? Also watch for gaming. Agents optimizing for score might cherry-pick easy tickets, rush to close, or pressure customers for good ratings. Design the score to reflect behaviors you actually want, and audit for manipulation.

Related terms: Quality Assurance score, Agent occupancy, Escalation rate