EvaluAgent Expands Its xMetrics Suite with Three New Additions

EvaluAgent has introduced three new xMetrics designed to provide deeper insights into customer interactions.

xRepeats (Expected Repeat Contacts) is said to track how often customers contact support for the same issue. High repeat contact rates can indicate customer frustration, operational inefficiencies, or knowledge gaps.

By analysing these patterns with AI, businesses can pinpoint underlying issues, streamline processes, and reduce unnecessary follow-ups.

xResolution (Expected Resolution Rate) measures whether a customer’s query is resolved on the first attempt or if further follow-up is needed.

A high xResolution score suggests effective issue handling, while a lower score may indicate that agents lack the necessary resources, training, or authority to resolve problems efficiently.

xVulnerability (Expected Customer Vulnerability) identifies signs of customer vulnerability based on factors such as language barriers, financial difficulties, or distress.

By combining xVulnerability with other predictive metrics, businesses can prioritise support for at-risk customers and enhance their overall service approach.

Together, these metrics offer a data-driven way to optimise customer experience, reduce operational strain, and address key challenges before they escalate.

Author: Hannah Swankie

Reviewed by: Xander Freeman