Performance

The Performance Panel enables agents to measure and monitor their daily performance in relation to business goals in real time.

These KPI are reseted each 24 hours.

The Performance Panel contains the following information :

• Total Calls: total incoming calls number (missed and answered)
• Missed Calls : missed calls number (where agent declined the call, or the maximum ringing time is reached)
• Call Duration: the total of all call handling times
• Connected Calls: the number of active calls in real-time.

Indicators calculation is depending from configured Supervision mode on Admin Portal