For tracking the KPI

Technical assistance
1

dears

we need some feature to track our team KPI :

  • Average Handle Time (AHT) without customer waiting time, NOT Applicable
  • First Contact Resolution (FCR) Rate :Solving the problem correctly the first time ,NOT Applicable
  • number of exchange massages , NOT Applicable

those feature will improve our KPI

please consider our request

2

You haven‘t had a look at the documentation, have you?

3

dear

is it passible to add more than what is already on the document ?

4

Technically yes, sure. You can adjust the dashboards that are provided for free to your needs and extend them as needed. I’ll switch the category to technical assistance, as it doesn’t seem to be a feature request.

5

there is an row data that we extracte it from the dashbored ,can we add on it ?

6

…. What? I do not understand your question

7

in the dashbored ,i can extract the data
but the data is not enough , can i edit it ?
to add those point
Average Handle Time (AHT) without customer waiting time, NOT Applicable
First Contact Resolution (FCR) Rate :Solving the problem correctly the first time ,NOT Applicable
number of exchange massages , NOT Applicable

8

I am sorry, but I answered that question with “yes” already. Import the dashboard and adjust it to your needs.

This video -might- help you on that topic, at least for an initial push: https://youtu.be/CdGdKE4hjUU