Discussion: How Are You Measuring Agent Performance and Productivity?

I'm looking to revamp how we measure agent performance. For a long time, we've focused almost exclusively on 'tickets solved per day,' but this metric feels outdated and doesn't capture the full picture. It incentivizes agents to close tickets quickly, sometimes at the expense of quality and customer satisfaction (CSAT). I'm curious to learn what KPIs other support managers are using. Are you tracking metrics like 'first contact resolution rate,' 'average handle time,' or 'agent utilization'? How do you balance quantitative metrics with qualitative assessments? We want to build a more holistic view that rewards thorough, high-quality support, not just speed. I'd love to hear about the dashboards, reports, and philosophies you all are using to drive meaningful improvements in your teams.