Key perform indicators (KPIs) are markers defined to help supervisors and administrators evaluate the agent's performance.
On the KPIs page, you can:
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 onto 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.