Metrics

The Metrics module is a reporting package that allows you to run fairly large reports in a relatively short period of time.

What metric would you like to view?

Configuration

• User Access Roles
• Goals and Alerts
• Scorecard Setup
• Attendance Setup
• AUX Setup
• Custom Metrics Setup
• Custom Metrics Import
• Initial Attendance Score
• Initial AUX Score

Forecast Accuracy

• AHT, Volume, Workload
• ASA, Abandon

Scorecard

• Scorecard Setup
• Generate a Scorecard

Performance

• Answer, Abandon
• Answer Stats
• Service Level
• Adherence

Staffing

• View Reports
• Export Charts and Reports

Labor Cost

• View Charts and Reports
• Export Charts and Reports
• Apply Overhead Cost

Pulse

• Generate Charts and Report
• Export Charts and Reports