Guide for Back Office Personnel

KPI Reference

A large number of Key Performance Indicators (KPIs) are available for display within Softdial Reporter™ 5.

These KPIs are grouped into the following categories of data. More categories are available for Static Reports than for Real Time widgets. For information on the KPIs in each category, click on the links below:

  Available for... Contains
aggregated
data?		  
Category Real Time Static Reports Description
Agent Activity No Yes No Details of an event indicating that an endpoint status has changed , e.g. WaitingForCall, Talking, InWrap.
Agent Timescale
From V10.7.1275 		Yes Yes No Details for each endpoint of its current status, and the timings of its recent activity, both working and on break.
Agents Yes Yes Yes How the agent (endpoint) spent their time, and what were the resulting outcomes (dispositions).
Chat Event No Yes No Details of an event during a chat session.
Inbound Queues Yes Yes Yes Key inbound metrics, and what the resulting session outcomes (dispositions) were.
Outbound Campaigns Yes Yes Yes Key outbound metrics, and what the resulting session outcomes (dispositions) were for both user and switch.
Session Details No Yes No Details for a session when changing state
Session Summary No Yes No Details for a completed session (live or non-live).
Users Yes Yes Yes Key user metrics.

Information on all KPIs can also be viewed while using Reporter, in the KPIs dialog. See KPI Definitions

Within Reporter, for unlocked widgets, KPI data items can be selected in the Widget Settings dialogue:

  1. for all widgets except HTML and iFrame - in the Data Tab
  2. additionally for Static Reports of Summary type - in the Summaries Tab

For details on adding widgets, see Adding a Widget.

For details on editing widgets, see Editing a Widget.