Simply. Evaluate your Performance 40+ KPIs to monitor your Customer Success
Multiple widgets for agents activity, queues occupation, SLA and more…
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SLA specifies a contact center committed to answering a set percentage of calls within a certain number of seconds
Current active Queue Calls
Shows the total current value of ongoing Queue calls
Current Customers Waiting in Queue
Shows the total current value of customers currently waiting in a Queue
Total ACD Calls
Measures the number of calls received in queues
Total calls landed in IVR
Shows the total value of Calls landed in any IVR
Total Calls Lost in IVR
Measures the number of calls hanged up while in IVR
Total Clean Calls Inbound
Measures the number of actual inbound calls received in the system which did not hangup before the specified duration.
Total Phantom Calls Inbound
Measures prematurely hanged up inbound calls, according to user specified duration.
Total Transferred Calls
Measures calls forwarded to internal extensions
Total Abandoned Calls
Measures the number of callers who hang up before they can be connected to an agent (often because the caller is frustrated with the time on hold).
Percentage Abandoned Calls
Ratio, in percentage, between prematurely hanged up calls and the overall call count handled by the system
Total Voicemails
Shows the total number of Voicemails received
Total Answered Queue Calls
Shows the total value of answered Queue calls
Answer-seizure ratio-ASR (inbound)
Percentage of answered calls with respect to the total call volume.
Average Answered Calls per Agent
Measures the average number of calls received by agents over a specified period of time.
Average Queue Waiting Time
Measures the average time for a call to be handled by an agent
Avg. Abandoned Time
Average duration, in seconds, of abandoned calls.
Average Inbound Handling Time
Average duration, in seconds, of inbound answered calls
Average Inbound Talk Time
Measures the average duration of agents conversations
Average Speed of Answer-ASA (inbound)
Measures the average time for an ACD inbound call to be handled by an agent.
Average Talk Time for Queue Calls
Shows the average talk time for all Queue calls
Total Inbound Talk Time
Shows the total inbound talk time
Total Outbound calls
Number of calls placed over a specified period of time
Total Clean Calls Outbound
Measures the number of outbound calls placed in the system which did not hangup before the specified duration
Total Phantom Calls Outbound
Measures prematurely hanged up outbound calls, according to user specified duration.
Average Outbound Handling Time
Average duration, in seconds, of outbound answered calls
Average outbound Talk Time
Shows the total outbound talk time
Total outbound Talk Time
Shows the total outbound talk time
Current Agents on Call
Sum of all agents currently in "Call" status
Total Agents Logged In
Number of agents displaying an active status
Current Agents Available
Sum of all agents currently in "Available" status
Current Agents on Break
Sum of all agents currently in "On Break" status
Current Agents in a Meeting
Sum of all agents currently in "Meeting" status
Current Agents set to Outbound
Sum of all agents currently in "Outgoing" status
Total On Hold Time
Measures the global time, in seconds, spent by callers on hold
Total Agents
Number of agents registered in the system, does not included deleted accounts.
Occupancy
Percentage of total time agents spent on call over total agents logged in time.
Maximum concurrent agents online
Maximum number of agents online within the given time range.
FCR
Number of calls/incidents resolved with customer having to re call within specified time.