Shows the main KPIs (customer call service indicators) of employees and groups, allowing you to draw conclusions about the quality of their work.
Grouping (by employees, by days)
Display statistics (by days, by hours)
Date (for a single day, over a time period)
Consider a short call (sec.) (Indicate the number of seconds a call should last to be considered short)
The table includes the following points:
Date
Number of successful calls
Number of missed calls AC
Percentage of missed calls
Average answer speed, sec.
Average call duration, sec.
Total call time for this period
Percentage of short calls
Total number of calls
Number of inbound calls
Percentage of inbound calls
Number of outbound calls
Percentage of outbound 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 calls
Number of one-time inquiries
FCR (First Call Resolution)
Call-through rate
To view performance metrics for a specific employee, click the dropdown icon next to their name to view detailed information.