The Performance Dashboard is a configurable dashboard that allows you to monitor the performance of your call center, service, team, or agents.
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The dashboard offers metrics and insights that can be tailored to a specific requirement. The information provided by the Performance Dashboard helps decision-makers analyze critical areas to gauge how effectively a call center, service, team, or agents are working
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. The Performance Dashboard enables you to:
- Configure tolerance levels for key performance metrics.
- Set automatic trigger alerts to relevant team members to address performance concerns.
- Monitor the performance of teams and analyze the various metrics.
- View agent statistics and quality management scores.
The top portion of the dashboard displays the following gauges:
- Service Level – Indicates the percentage of calls handled within a given time.
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- Avg Handle Time – Indicates the average time taken by the agents
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- to handle a call.
- Adherence
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- – Indicates the percentage of calls adhering to schedules calculated as (minutes in adherence/total scheduled minutes) x 100.
- Utilization
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- – Indicates the percentage of time utilization calculated as (time in ready/total scheduled time) x 100.
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- Avg Speed to Answer – Indicates the average speed with which a call is answered.
On the right panel of the dashboard, the following pie charts with
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different data are displayed:
- Inbound Calls – Displays the
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- number of inbound calls that are Completed, Offered, Handled, and Abandoned.
- Outbound Calls – Displays the
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- number of outbound calls that are Connected, Transferred
- Averages – Displays
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- call handling averages such as Hold Time, Abandon Time, Handle Time, Speed of Answer, Talk Time, Wrap Up Time
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The bottom portion of the dashboard provides
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agent information such as Name, State, Duration, Intent, Schedule Adherence, Time OA, Notify, and Monitoring.
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You can customize the layout of the gauges and the charts based on your requirements.
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Tolerance Levels
The Performance Dashboard enables you to set
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the Tolerance Levels for specified metrics. A tolerance level sets the upper or lower limit of how much something is accepted. When the value is outside
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the tolerance level, you can configure it to send an automatic alert
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to
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the user.
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To set tolerance levels:
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If you frequently search for information by using the same search criteria, you can save your search criteria for future use. A Saved Search refers to the saved search criteria. To create a saved search:
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