Manage key perform indicators

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:

Management_KPI.png

 

On the KPIs homepage you can:

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    Management_KPI_settings.png
  • On the pop-up:
    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png 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 Users_REFRESH.png.

 

To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.

 

To delete an user:

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

 

Add User

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

Management_KPI_popup.png

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 User

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

Management_KPI_page.png

Edit KPIs allows you to:

 

Edit the KPI information

Click on User_profile_edit.png to open the KPI pop-up window:

Management_KPI_edit.png

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 Users_actions.png to open the drop-down menu:

Management_adress_types_profile.png

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 User_profile_edit.png to open the Formula & Thresholds pop-up window:

Management_KPI_form.png

On the pop-up window:

  • Click on Management_KPI_setformula.pngto open the formula pop-up window:
    Management_KPI_variable.png
  • 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 Management_KPI_addthreshold.pngto 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:

Management_KPI_pageagents.png

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

Management_KPI_agents.png

On the pop-up window:

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