Drill to Worst KPI Interactions

Use the Worst KPI Interactions Worst KPI interactions control in KPI View to drill to the “worst” KPI interactions. These are the “worst” interactions for the selected employee in the selected time range for this specific KPI. You must have View Quality Monitoring Interactions privileges for the Worst KPI Interactions icon to display.

Procedure 

  1. Click the Worst KPI Interactions Worst KPI interactions control to view the worst interactions.

    The Worst KPI Interactions include calls where the sum of the Duration, Wrap-up Time and Interaction Total Hold Time fields are the longest.

  2. When you are finished viewing the worst interactions, close the Interactions page to return to the Explore Performance page.

Related topics 

KPI View controls