From your Dashboard, you can view and set various performance indicators 📊.
View your performance indicators
🖥️ Go to your Dashboard. Here you can directly view performance indicators on your agents:
- AWT: Average Wait Time
- ASA: Average Speed of Answer
- Service Level: Rate of answered calls
- ACD IN: Average Call Duration (incoming calls)
- ACD OUT: Average Call Duration (outgoing calls)
- Abandon Rate: Average wait time before the caller hangs up
Set up color alerts
You can set up color alerts for each indicator. This will allow you to better visualize your performance in real time.
Click on the gear icon ⚙️ by the desired indicator and provide the thresholds at which you want the color to change.
You can interchange the colors by clicking on the arrows. 🖌️
Now you know how to set your performance indicators in order to better monitor your daily phone activity. 🎉