Operator Target v4.9.3

For versions:4.9.3

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Operator Target

A Key Performance Indicator is a measurable value that demonstrates how effectively a Agents is achieving or to evaluate their success at reaching targets. With Agent KPI and target module in 3Dolphins, allows the Supervisor to determine and plan how many tickets will be handled by the agent with a specific target time.

  • Login as ‘Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.
  • Go to employee menu and click the operator target menus, then you will see a operator target page such as images below.

Add Multiple Target

With multiple targets, it allows Supervisor to make the target in each channel that can be applied to all Agents at the same time. In the upper right corner, click add multiple target button. Then you will see a pop-up window to add multiple targets, as shown below.

  • Field component explanation :
Filed NameDescription
From dateSelect the date to start the target. This determines the start date of the target that applies to all agents.
To dateSelect the date to end the target. This determines the target end date specified.
Channel FilterSelect the channel to target. This determines the target from the channel to be achieved.
Ticket TargetType the total target to be achieved.
Time TargetType in how long (in minutes) the target will be achieved.

For example, set the target on the live chat channel with the ticket target ‘500’ and the time target ‘5400’ minutes with a period from August to September, then click the save multiple target button.

However, if within the period you specify there are several users who already have a target to achieve, a conflict target notification will appear. When a conflict target appears, you can use the target that has been set on the user or replace it with a new target that you created, as shown in the image below.

Add Operator’s Target (Independent Target)

Independent targets allow Supervisors to make several different targets each month to one agent. Select and click contact that you want to add target, then you will see a pop-up windows to add target, as shown images below.

And then, you can add targets based on the selected channel and determine the target ticket and target time each month. For example, select the live chat channel and specify the monthly target to be achieved by inputting the total ticket target and how long (in minutes) the target will be achieved.

  • Field component explanation :
Filed NameDescription
Ticket TargetType the total target to be achieved.
Time TargetType in how long (in minutes) the target will be achieved.
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