Call center agent KPIs, shifts and a fair monthly bonus
A monthly bonus should rest on numbers, not on memory. Halo tracks call center agent KPIs, shifts and quality scores, and gives each agent a 0-100 monthly scorecard with bonus tiers you set.
Shifts, KPIs and bonus
What you get
Shifts, KPIs, quality scores and the bonus live in the same system as the calls. The supervisor plans the week, scores calls during the month and closes the month with one export.
A weekly roster
Plan who works which shift, week by week, in Halo. The roster is the plan the rest of the month is measured against.
Shift adherence
Halo tracks shift adherence, so you can see how closely each agent kept to the roster.
KPIs for every agent
Agent KPIs sit next to the roster and the quality scores. Agent reports export to Excel or CSV with your logo.
Quality checklists and call scoring
Supervisors score calls against quality checklists you write, so every agent is judged on the same points.
A 0-100 monthly scorecard
Each agent gets a monthly scorecard from 0 to 100, next to the KPIs, adherence and quality scores of the month.
Bonus tiers and month close
Set the bonus tiers that fit your company. At month end, close the month and export it to Excel.
How it works on a busy day
On Monday morning Hana Tesfaye, the supervisor, sets the weekly roster. Meron Alemu and Abel Tadesse take the 08:00 shift on “Orders”. Samuel Kebede and Liya Mekonnen take the 10:00 shift on “Support”, which covers the lunch peak.
During the week Hana scores two calls for each agent with the quality checklist. Halo tracks shift adherence and the agents’ KPIs as the calls come in. On Thursday Abel swaps his shift with a colleague; Hana updates the roster, so his adherence is measured against the new plan.
On the last working day of the month, Meron’s scorecard reads 87 out of 100, which puts her in the second of the three bonus tiers the company set. Hana checks the scorecards with the team, closes the month and exports it to Excel for the payroll team.
Facts
| Roster | Weekly, with shift adherence |
|---|---|
| Quality | Checklists and call scoring |
| Scorecard | 0-100, monthly, per agent |
| Bonus | Tiers you configure |
| Month close | With Excel export |
| Reports | Queues, agents, dispositions and callbacks, to Excel or CSV with your logo |
Questions about agent KPIs and bonus
How is the monthly bonus worked out?
Each agent gets a monthly scorecard from 0 to 100, alongside their KPIs, shift adherence and quality scores. You configure the bonus tiers, then close the month and export it to Excel. Halo does not pay the bonus; it gives you the numbers to pay it on.
Can we change the bonus tiers?
Yes. Bonus tiers are configurable, so you decide how many tiers there are and which scores reach each one. Set them up once and change them when your bonus policy changes.
How are calls scored for quality?
Supervisors score calls against quality checklists. You write the checklist once, for example greeting, order checked, next step agreed, and every scored call is judged on the same points.
Can we export the month to Excel?
Yes. Month close comes with an Excel export, ready for payroll or a management review. Reports for queues, agents, dispositions and callbacks also export to Excel or CSV with your logo. To watch the floor during the day, see the live wallboard.
Which reports come with Halo?
Halo has reports for queues, agents, dispositions, callbacks, automatic calls and voice-menu drop-off. Each one exports to Excel or CSV with your logo, so you can share it with managers who do not use Halo. Agent reports sit well next to the monthly scorecard when you review the month with the team.
Related features
Where this matters most: Health and pharmacy. See how Halo is priced on the pricing page.