Performance indicators allow you to easily monitor your team's call metrics and track service quality in real time. In this guide, you’ll learn how to view your essential metrics and set up visual color alerts directly on your Dashboard.

Checking team performance indicators

1. Understand your call metrics

Start by navigating to your activity's page to view performance metrics for your agents.

You can track various key performance indicators regarding your incoming and outgoing calls to measure efficiency.

Service Level: Percentage of calls that were answered out of the total number of incoming calls received.
Average Wait Time: Average amount of time a caller must wait before an agent answers their call. This includes ringing time, queue time, and hold time.
Average Abandon Time: Average wait time before the caller hangs up.
Max Wait Time: The longest amount of time a caller had to wait before an agent answered their call.
ACD IN: Average call duration for incoming calls.
ACD OUT: Average call duration for outgoing calls.

2. Set up color alerts

You can set up color alerts for each indicator to better visualize your performance in real time.

Click on the gear icon ⚙️ by the desired indicator.
Provide the thresholds at which you want the color to change.

💡 Tip: Customizing these thresholds helps you instantly spot when metrics like wait times or abandon rates fall out of your target range.

🎉 You now know how to view your performance indicators and can seamlessly monitor your team's success!