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:
In addition, the Supervisors can also see group KPI reports from the specific group by clicking action ‘Detail‘.
Component Explanation:
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| Name | Description |
|---|---|
| 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.
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.
