Agent Performance Rating
Capture detailed feedback about individual support agents with this comprehensive rating form. Evaluate key performance dimensions including communication skills, problem-solving ability, professionalism, and empathy. The form uses a combination of quantitative ratings and qualitative feedback to provide actionable coaching insights while maintaining a positive customer experience.
Try the Form
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export function agentRating(form: FormTs) {
// Agent Performance Rating Form
// Demonstrates: StarRating, MatrixQuestion, EmojiRating, ThumbRating, RatingScale (CES), SuggestionChips
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Rate Your Support Experience',
computedValue: () => 'Help us recognize great service and improve where needed.',
customStyles: {
backgroundColor: '#0891b2',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Overall Rating
// ============================================
const overallSection = form.addSubform('overall', {
title: 'Overall Experience',
customStyles: () => {
const rating = overallSection.starRating('overallRating')?.value();
if (rating !== null && rating !== undefined && rating >= 4) {
return { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' };
}
if (rating !== null && rating !== undefined && rating <= 2) {
return { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' };
}
return {};
}
});
overallSection.addRow(row => {
row.addStarRating('overallRating', {
label: 'How would you rate your overall experience with our agent?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
overallSection.addRow(row => {
row.addEmojiRating('quickMood', {
label: 'How do you feel after this interaction?',
preset: 'satisfaction',
size: 'md',
alignment: 'center'
});
});
// ============================================
// SECTION 2: Resolution
// ============================================
const resolutionSection = form.addSubform('resolution', {
title: 'Problem Resolution'
});
resolutionSection.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your issue resolved?',
showLabels: true,
upLabel: 'Yes, resolved',
downLabel: 'No, not resolved',
size: 'lg',
alignment: 'center'
});
});
resolutionSection.addRow(row => {
row.addRadioButton('resolutionQuality', {
label: 'How well was your issue resolved?',
options: [
{ id: 'exceeded', name: 'Exceeded my expectations' },
{ id: 'fully', name: 'Fully resolved as expected' },
{ id: 'partially', name: 'Partially resolved' },
{ id: 'not', name: 'Not resolved at all' }
],
orientation: 'vertical',
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() === 'up'
});
});
resolutionSection.addRow(row => {
row.addDropdown('unresolvedReason', {
label: 'Why was your issue not resolved?',
options: [
{ id: 'complexity', name: 'Issue too complex' },
{ id: 'knowledge', name: 'Agent lacked knowledge' },
{ id: 'policy', name: 'Policy limitations' },
{ id: 'escalation', name: 'Needs escalation' },
{ id: 'time', name: 'Ran out of time' },
{ id: 'technical', name: 'Technical issues' },
{ id: 'other', name: 'Other reason' }
],
placeholder: 'Select reason...',
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down',
isRequired: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down'
});
});
resolutionSection.addRow(row => {
row.addRatingScale('effortScore', {
label: 'How easy was it to get your issue handled?',
preset: 'ces',
alignment: 'center'
});
});
// ============================================
// SECTION 3: Agent Attributes
// ============================================
const attributesSection = form.addSubform('attributes', {
title: 'Agent Performance'
});
attributesSection.addRow(row => {
row.addMatrixQuestion('agentAttributes', {
label: 'Please rate the agent on the following:',
rows: [
{ id: 'communication', label: 'Clear communication' },
{ id: 'knowledge', label: 'Product/service knowledge' },
{ id: 'listening', label: 'Listened to my needs' },
{ id: 'empathy', label: 'Showed empathy and understanding' },
{ id: 'professionalism', label: 'Professionalism and courtesy' },
{ id: 'responsiveness', label: 'Responsiveness and speed' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
fullWidth: true
});
});
// ============================================
// SECTION 4: Highlights & Lowlights
// ============================================
const highlightsSection = form.addSubform('highlights', {
title: 'What Stood Out',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
highlightsSection.addRow(row => {
row.addSuggestionChips('positives', {
label: 'What did the agent do well? (select all that apply)',
suggestions: [
{ id: 'patient', name: 'Patient' },
{ id: 'knowledgeable', name: 'Knowledgeable' },
{ id: 'friendly', name: 'Friendly' },
{ id: 'thorough', name: 'Thorough' },
{ id: 'quick', name: 'Quick resolution' },
{ id: 'proactive', name: 'Proactive' },
{ id: 'clear', name: 'Clear explanations' },
{ id: 'followed-up', name: 'Good follow-up' }
],
alignment: 'left',
isVisible: () => {
const rating = overallSection.starRating('overallRating')?.value();
return rating !== null && rating !== undefined && rating >= 3;
}
});
});
highlightsSection.addRow(row => {
row.addSuggestionChips('improvements', {
label: 'What could be improved?',
suggestions: [
{ id: 'wait-time', name: 'Long wait time' },
{ id: 'knowledge', name: 'Product knowledge' },
{ id: 'communication', name: 'Communication' },
{ id: 'empathy', name: 'More empathy needed' },
{ id: 'follow-through', name: 'Follow-through' },
{ id: 'speed', name: 'Faster resolution' },
{ id: 'listening', name: 'Active listening' },
{ id: 'attitude', name: 'Attitude' }
],
alignment: 'left',
isVisible: () => {
const rating = overallSection.starRating('overallRating')?.value();
return rating !== null && rating !== undefined && rating <= 3;
}
});
});
// ============================================
// SECTION 5: Comments
// ============================================
const commentsSection = form.addSubform('comments', {
title: 'Additional Feedback',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
commentsSection.addSpacer({ height: '8px' });
commentsSection.addRow(row => {
row.addTextarea('feedback', {
label: () => {
const rating = overallSection.starRating('overallRating')?.value();
if (rating !== null && rating !== undefined && rating >= 4) {
return 'Would you like to share what made this a great experience?';
}
if (rating !== null && rating !== undefined && rating <= 2) {
return 'We are sorry about your experience. Please tell us what happened:';
}
return 'Any additional comments about your experience?';
},
placeholder: 'Your feedback helps us improve...',
rows: 3
});
});
commentsSection.addRow(row => {
row.addCheckbox('useForTraining', {
label: 'You may use my feedback for agent training purposes'
});
});
// ============================================
// SECTION 6: Recognition (for excellent ratings)
// ============================================
const recognitionSection = form.addSubform('recognition', {
title: 'Agent Recognition',
isVisible: () => {
const rating = overallSection.starRating('overallRating')?.value();
return rating !== null && rating !== undefined && rating === 5;
},
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
recognitionSection.addRow(row => {
row.addTextPanel('recognitionNote', {
computedValue: () => 'This was an excellent experience! Would you like to recognize this agent?',
customStyles: { textAlign: 'center', marginBottom: '12px' }
});
});
recognitionSection.addRow(row => {
row.addCheckbox('nominateForRecognition', {
label: 'Yes, please recognize this agent for outstanding service'
});
});
recognitionSection.addRow(row => {
row.addTextarea('recognitionMessage', {
label: 'Message for the agent (optional):',
placeholder: 'A personal note of appreciation...',
rows: 2,
isVisible: () => recognitionSection.checkbox('nominateForRecognition')?.value() === true
});
});
// ============================================
// SECTION 7: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => {
const rating = overallSection.starRating('overallRating')?.value();
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
return rating !== null && resolved !== null;
}
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const rating = overallSection.starRating('overallRating')?.value();
const mood = overallSection.emojiRating('quickMood')?.value();
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
const effort = resolutionSection.ratingScale('effortScore')?.value();
const positives = highlightsSection.suggestionChips('positives')?.value() || [];
const improvements = highlightsSection.suggestionChips('improvements')?.value() || [];
const nominated = recognitionSection.checkbox('nominateForRecognition')?.value();
const moodLabels: Record<string, string> = {
'very-bad': 'Very Unsatisfied',
'bad': 'Unsatisfied',
'neutral': 'Neutral',
'good': 'Satisfied',
'excellent': 'Very Satisfied'
};
const effortLabels: Record<number, string> = {
1: 'Very Difficult',
2: 'Difficult',
3: 'Neutral',
4: 'Easy',
5: 'Very Easy',
6: 'Extremely Easy',
7: 'Effortless'
};
let summary = 'Agent Rating Summary\n';
summary += '═'.repeat(25) + '\n\n';
if (rating) {
summary += `Overall Rating: ${'★'.repeat(rating)}${'☆'.repeat(5 - rating)} (${rating}/5)\n`;
}
if (mood) {
summary += `Feeling: ${moodLabels[mood] || mood}\n`;
}
summary += `Issue Resolved: ${resolved === 'up' ? 'Yes' : 'No'}\n`;
if (effort) {
summary += `Effort Level: ${effortLabels[effort] || effort}\n`;
}
if (positives.length > 0) {
summary += `\n+ Positives: ${positives.length} items\n`;
}
if (improvements.length > 0) {
summary += `! Improvements: ${improvements.length} items\n`;
}
if (nominated) {
summary += '\n⭐ Nominated for recognition';
}
return summary;
},
customStyles: () => {
const rating = overallSection.starRating('overallRating')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (rating !== null && rating !== undefined && rating >= 4) {
return { ...baseStyles, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
} else if (rating !== null && rating !== undefined && rating <= 2) {
return { ...baseStyles, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f0f9ff', borderLeft: '4px solid #0891b2' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const rating = overallSection.starRating('overallRating')?.value();
if (rating !== null && rating !== undefined && rating === 5) return 'Submit & Recognize';
return 'Submit Rating';
},
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your rating helps us recognize great agents and improve our service. We appreciate you taking the time to share your experience.'
});
}
Frequently Asked Questions
How do I identify which agent to rate?
The form can be pre-populated with the agent's name from your ticketing system, or customers can enter it manually. For anonymous feedback, you can remove the agent identification field and use session/ticket data for attribution.
What attributes are most important for agent evaluation?
This template covers the key dimensions: communication clarity, product knowledge, problem resolution, responsiveness, empathy, and professionalism. You can customize these based on your specific service standards and KPIs.
How can I use this feedback for coaching?
The matrix question provides attribute-level ratings that identify specific strengths and areas for improvement. Use trends over time to create personalized development plans for each agent.
Should negative feedback be shared with agents?
Yes, but constructively. The form captures specific details about what went wrong, enabling targeted coaching conversations. Consider sharing both positive and negative feedback to provide balanced perspective.
How do I prevent feedback fatigue?
The form is designed for quick completion (under 2 minutes). Send selectively - not after every interaction. Consider sampling a percentage of interactions or triggering based on specific criteria.