Question: Can you recommend a solution that can help me create custom scorecards to measure specific agent performance metrics?

If you need a system to create custom scorecards to assess specific agent performance metrics, MaestroQA is a good all-purpose option. It's got customizable reporting and scorecards so you can assess agent performance in detail. And it integrates with Zendesk and Salesforce, among other tools, so it's a good fit for many businesses.

Another good option is ClearView, which offers real-time dashboards to monitor agent productivity. ClearView lets you create custom dashboards with drag-and-drop modules and blend real-time and historical data. The system also offers coaching tools and gamification features to keep agents motivated and engaged while improving performance.

If you're looking for a more sales-focused approach, Brainshark offers readiness scorecards and advanced feedback tools to help streamline coaching. It's particularly good for improving customer-facing teams and includes content authoring and onboarding tools for in-person and remote teams.