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KPI

  • Overvew

    KPI is Windows application visualizing the data about the load and the productivity of a PBX (Private Branch Exchange). The users are either administrators or clients. Depending on their role there is application in Play module or Administrative module – to create or to edit control panels.

    • kpi screen
    kpi screen
    kpi screen
    kpi screen

  • Key features

    Metrics
    Talking Agents – number of active (talking) agents. Displayed either as a mileage-meter or as a thermometer;
    Working Agents – talking agents vs. total number of agents Displayed either as a mileage-meter or as a thermometer;
    Skill Groups Statistics – different agents by skill groups. E.g. number of agents, their status (not ready) and etc.;
    Number Calls in Queue - number of unprocessed calls on queue;
    Max Time In Queue – the max. time for definite call on queue;
    Call in Queue – calls by skill groups;
    Agent Statuses –agents by status (ready, not ready, etc.) and the total time for every status;

    Stats
    - Service Level Metrics – level of service – number of calls answered by agent until X seconds;
    - Abandoned Calls Metrics – percentage of missed calls for a period;
    - Campaign Statistics – number of pealed (ringed-out) phone conversations by campaigns;


    Historical
    - Calls Per Period - chart displaying calls as a number and as a direction by period;
    - Abandoned Calls Per Period – the number of the calls abandoned by the agent, which have not been processed on the queue;
    - Max Simultaneous Calls Per Period –the load of the agents – number of phone calls by duration;
    - Call Center Performance – total information about the call center – number of received phone calls for a period, av. call duration, level of service, skill groups, etc;
    - Call Center Performance Call Type – total information about the load of the call centers – number of calls for a period;


    Others
    - Scrolling Message – messages displayed on the wallboard – sent by the administrator;
    - Text Rotator – message displayed unlimited number of times per a period;
    - Time Watch;
    - Static Tag;
    - Static Picture – for a logo or for a background;