You can view Key Performance Indicators (KPIs) for each agent who you supervise.
To view agent KPIs:
Procedure #
Step 1:
Under Agents, you can see all agents who you monitor. Display a summary of each agent’s calls by clicking one of the following icons:
- To view individual summary boxes, click:
- To view a combined table, click:
Step 2:
For the appropriate agent, click:
More detailed statistics for the agent are displayed, including KPIs.
Note: Agents who are not currently meeting their KPI targets are highlighted in a different colour.
Parent topic: Staff management