AirShelf offers the AX Score, a unified metric that consolidates call handling, quality, and productivity data into a single, real‑time score for each contact‑center agent.
Funding
Funding not disclosed
Founders
Product
Problem
Contact centers lack a standardized, data-driven way to assess and compare the overall experience and productivity of individual agents, making it difficult for managers to identify performance gaps and drive improvements.
Solution
AirShelf provides the AX Score, a quantitative metric that aggregates multiple performance indicators into a single agent experience score. The platform continuously collects data from call handling, quality assessments, and operational metrics, then normalizes and benchmarks these inputs across the workforce. Managers can view real-time score dashboards to monitor agent performance, compare teams, and pinpoint areas needing coaching or process changes. By translating disparate data into an actionable score, AirShelf enables data‑driven workforce optimization and more consistent customer service quality.
Target Audience
Primary customers are contact‑center managers and operations leaders who need to monitor and improve agent performance at scale.
Features
- Unified scoring model that combines call metrics, quality scores, and productivity data into a single AX Score
- Real-time dashboards for individual agents and team-level comparisons
- Benchmarking tools to assess performance against industry or internal standards
- Automated alerts for score deviations that trigger coaching or intervention workflows
- Integration capabilities with existing contact‑center platforms and data sources