KPI
A key performance indicator (KPI) is a quantifiable measurement parameter. Select KPIs to evaluate the progress, the performance or the usage of a certain aspect or a certain activity regarding a recording and conversation. Selecting appropriate KPIs allows specific analyses of data. Different KPI types are available to capture and analyze different aspects of recorded communication activities.
- Select the KPI type of the report in the field:
Recording
Detailed overview of the recorded communication activities including calls and uploaded files as well as analyses of recording rules and error states.
See Recording.
Audit logs
An audit log grants an overview of different events including recording errors, activity checks, system status as well as export or import errors and their causes. Events in recorded conversations are identified and displayed. The audit comprises a large variety of audit events.
See Audit events to create an audit log.
Analytics
An analytics report is an overview to analyze conversations based on keywords, categories, and policies.
To be able to create analytics reports, an analytics license must be available in the system and configured for the user.
See Analytics reports.
Wallboard
A wallboard is a real-time overview of agent activities and running conversations.
See Wallboard.