Service indicators

Shows the main KPIs (customer call service indicators) of employees and groups, allowing you to draw conclusions about the quality of their work.

List of filters:

• Grouping (by employees, by days)
• Show statistics (by days, by hours)
• Date (by day, by time period)
• Consider a call short (sec.) (In this field, specify the number of seconds of conversation to be considered short)

The table consists of the following items:

• Date
• Number of successful calls
• Number of missed calls AC
• Percentage of missed calls
• Average answer speed, sec.
• Average conversation time, sec.
• Total call time for this period
• Percentage of short conversations
• Total number of calls
• Number of incoming calls
• Percentage of incoming calls
• Number of outgoing calls
• Percentage of outgoing calls
• Percentage of successful calls
• Number of unsuccessful calls
• Percentage of unsuccessful calls
• Number of missed calls BC
• Percentage of lost calls
• Number of short conversations
• Number of one-time inquiries
• FCR
• Connection rate percentage

To view the service indicators of a specific employee, click the expand-down icon next to the full name to view detailed information.