Key perform indicators (KPIs) are markers defined to help supervisors and administrators evaluate the agent's performance.

On the KPIs page, you can:

• See the KPIs created
• Create KPIs
• Edit KPIs

 

KPIs list

The KPIs page shows a list of KPIs created, along with the selected information about them:

 

On the KPIs homepage you can:

• Edit the information displayed
• Refresh the information displayed
• Filter the information displayed
• Delete a KPI

 

To edit the information displayed:

• Click on  to open the settings pop-up:
  
• On the pop-up:
  
  • Click on the check box of the information you want displayed.
  • The selected columns have a  and are presented on a list on top.
  • The unselected columns have a  and are present on a list below.
  • Click SAVE to apply changes.

 

The information available for selection is:

Name	-	The KPI name.
Applies to	-	To whom the KPI applies to.
Description	-	The KPI description.
Id	-	The KPI individual identification.

Tip: Click on a KPI, from the list, to open that KPI configuration page.

 

To refresh the information displayed:

• Click on .

 

To filter the information displayed:

• Click on .
• Select a category from the drop-down menu.
• On the selected category, click on .
• Select the desired itens.

Note:Click on  to delete the filter.

 

To delete a KPI:

• Select the KPI(s) by clicking on the row's checkbox.
• On the top right-side of the screen, click on  to delete the KPI(s).
  or
• Click on  on the KPI's row.
• Click on Delete from the drop-down menu.

 

Add KPI

Click on  to open the Create KPI pop-up window:

On the Create KPI pop-up window:

• Insert the KPI name.
• Insert the KPI description.
• Select who the KPI applies to, from the drop-down menu.
• Click CREATE to apply changes.

 

Edit KPI

Click on the KPI, on the list, to open the KPI Profile:

Edit KPIs allows you to:

• Edit the KPI information
• Edit the KPI profile
• Edit the KPI Formula & Thresholds
• See the KPI associations

 

Edit the KPI information

Click on  to open the KPI pop-up window:

On the Edit KPI pop-up window:

• Insert the KPI name.
• Insert the KPI description.
• Select who the KPI applies to, from the drop-down menu.
• Click SAVE to apply changes and close the pop-up window.

 

Edit the phone number profile

Click on  to open the drop-down menu:

On the drop-down menu you can:

• Edit - Edit the KPI.
• Delete - Delete the KPI.

 

Edit the formula and thresholds

On Formula & Thresholds you can see the KPI's formula and thresholds:

 

Click on  to open the Formula & Thresholds pop-up window:

On the pop-up window:

• Click on to open the formula pop-up window:
  
• On the pop-up window:
  • Select the variable to add to the formula.
  • Click INSERT VARIABLE to apply.
  • Select the function to add to the formula.
  • Select the variable to add to the formula.
  • Click INSERT VARIABLE to apply.
  • Click SAVE to apply changes and close the pop-up window.
• Click on to add a threshold.
  • Select the threshold type from the drop-down menu.
  • Select the value to apply to the threshold.
  • Select the color assigned to the threshold.
• Select if the value displayed is decimal or percentage.
• Select the amount of decimal places.
• Click SAVE to apply changes.

 

Edit the KPI associations

On Agents you can see the agents this KPI is assigned to:

Click on  to open the distribution group pop-up window:

On the pop-up window:

• Click on  to open the add agents pop-up window:
  
• On the pop-up window:
  
  • Select the agents to assigned this KPI to.
  • Click ADDAGENTS to apply changes.
• Click  to delete an agent plan.
• Click SAVE to apply changes and close the pop-up window.