Group KPI Report
Report Group KPI is a feature to monitor whether each group in your company is performing in meeting the KPI that has been specified. To view the report, go to the Analytic menu and click the Employee menus, then click Group KPI Report which you can find on the left sidebar.
Component Explanation:
| Name | Description |
|---|---|
Agent Name | Group's name. |
Average Ticket Target Score | The group's average percentage of ticket targets was accomplished. |
Average Time Target Score | The group's average percentage of time targets have been accomplished. |
Total | The group's average percentage of accomplishing the ticket and time targets. |
Detail | Action 'detail' button to view the detailed group KPI report. |
In addition, the Supervisors can also see group KPI reports from the specific group by clicking action ‘Detail‘.
Component Explanation:
| Name | Description |
|---|---|
Month | Indicates the period target. |
Channel | Indicates target's channel. |
Ticket Target Detail | Indicates total tickets achieved from targeted tickets. |
Ticket Target Score | Percentage total achieved ticket by the group. |
Time Target Detail | Indicates total time achieved from targeted tickets. |
Time Target Score | Percentage of the total time target achieved by the group. |
Total | The average percentage of total target time and ticket from that group. |
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