KPI
The key performance indicator (KPI) is a quantifiable measure. You select the KPI to evaluate the progress, performance or use of a particular aspect or activity in terms of recordings and conversations. The selection of a suitable KPI enables specific data analyses to be carried out. Various KPI types are available to record and analyze different aspects of the recorded communication activities.
Dynamic display when activating: KPI.
- Select the KPI type for the report in the selection box:
Legend | Option / function | Description |
1 | Recording | Comprehensive overview of recorded communication activities, including calls and uploaded files, as well as analysis of recording rules and error states. For detailed information, see Analytics |
2 | Audit reports | 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 conversations or recordings are identified and visualized. The audit comprises a large variety of audit events. For detailed information, see Audit reports |
3 | Analytics | An analysis report is an overview for analyzing conversations based on keywords, categories and policies. To create analytics reports, an analytics license must be available in the system and configured for the user. For detailed information, see Recording |
4 | Quality Management | Overview for monitoring and evaluating communication processes. It enables conversations to be analyzed on the basis of predefined criteria or scorecards, i.e. assigned policies. It serves to ensure the quality of interactions and compliance with standards. For detailed information, see Quality Management |
5 | Wallboard | A wallboard is a real-time overview of agent activities and running conversations. For detailed information, see Wallboard |