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.

Group KPI Report

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‘.

Detail Group KPI Report

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.