OP360 Sample Reports & Dashboards 2023

Account Summary report KPIs are as follow: AHT Appointment ratio Attendance QA Score Adherence Calls Handled Ignored calls Can be drill down by Supervisor, Wave and Date

Account Summary report KPIs are as follows: Productivity Disc time QA Score Avg Mistakes Total on time Can be drill down by date drill down and up by supervisor per pay period, weekly, monthly or by preferred date range.

Agents Productivity

Can be drill down to agent status (active, inactive or support) Billing period Date range/Month

Sample performance summary report KPIs are as follows: AHT Volume received Volume answered Abandonment rate Answer rate AHT per hour in minute format.

Can be drill down by Supervisor and Date

Agent performance Daily trend and target Top performing agents with low AHT and also with high volume of dials Can be sliced from preferred date range and by agent.