Admin Guides copy

Page tree

The Performance Dashboard is a configurable solution that allows you to monitor the performance of your call center, service, team, or agents. 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. 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.

To access the Performance Dashboard, navigate to WFO > Workforce Management > Performance Dashboard. The Performance Dashboard window is displayed.

The top portion of the dashboard displays the following gauges:

  • Service Level – Indicates the percentage of calls handled within a given time.
  • Average Handle Time – Indicates the average time the agents use to handle a call.
  • Adherence Percentage – Calculated as (minutes in adherence/total scheduled minutes) x 100.
  • Utilization Percentage – Calculated as (time in ready/total scheduled time) x 100
  • Average 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 different data are displayed:

  • Inbound Calls – Displays the following data: Completed, Offered, Handled, Abandoned
  • Outbound Calls – Displays the following data: Connected, Transferred
  • Averages – Displays the following data: Hold Time, Abandon Time, Handle Time, Speed of Answer, Talk Time, Wrap Up Time

The bottom portion of the dashboard provides information such as Name, State, Duration, Intent, Schedule Adherence, Time OA, Notify, and Monitoring.

Tolerance Levels

The Performance Dashboard enables you to set 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 of the tolerance level, an automatic alert is sent to alert the user. 

Setting Tolerance Levels

To set tolerance levels:

  1. Click on the top right corner.
    The Tolerance Levels window is displayed.
  2. Set the Abandon Threshold level.
  3. Select the Warning Color from the drop-down.
  4. Select the Alert Color from the drop-down.
  5. Enable Play Tone on Warning or Alert check box as necessary.
  6. In the box below, set the Standard Levels and Alert Levels for the fields under the Metric column. Double-click on each cell to enter the required values.
  7. Click Save.


  • No labels