InMoment XI

OCTOBER 31, 2024

Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. A low score indicates obstacles or sub-optimal structures that make it difficult for agents to achieve their goals. It measures how easy it is for agents to address and resolve callers’ issues.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. They track key metrics like agent effort score (AES), call volume, quality assurance, and agent productivity.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

MARCH 21, 2025

Customer Sentiment and Emotional Tone With conversational intelligence, you can identify customers who are about to jump ship and focus on retention efforts. These insights also highlight recurring concerns, trends, and team performance, which can inform response quality improvement and skill development efforts.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195