A customer support agent is the primary human point of contact between a company and its customers, responsible for answering questions, diagnosing problems, and delivering resolutions in a timely, accurate, and empathetic manner.
Agents work across one or more channels—email, live chat, phone, social media, or self-service platforms—and may specialize by product, language, or issue type. Their performance is typically measured by:
- CSAT (Customer Satisfaction Score): post-interaction survey ratings
- AHT (Average Handle Time): average time spent resolving a single ticket
- FCR (First Contact Resolution): percentage of issues resolved without a follow-up
- Throughput: number of tickets handled per shift
For support leaders, agent performance data is a key input for coaching, staffing decisions, and identifying knowledge gaps in documentation or tooling.