My Score

This article will provide you more information about the My Score section and functionality:

The My Score page is the statistical page for your agents, here they can their Total Calls, Breaks they've taken as well as Total and Average Talk Time

1. Access the 'My Score' page via the left-hand side dashboard:

2. Here you can monitor the total number of calls you've made as an agent:

3. Keep track of the answered ratio for incoming calls from here:

4. Keep track of the answered ratio for outgoing calls through here:

5. Monitor the answered ratio for both incoming and outgoing internal calls:

6. Track the number of breaks you've taken from here:

7. Track the number of breaks you've taken:

8. Monitor the total talk time for incoming calls:

9. Monitor the total talk time for outgoing calls:

10. Analyze the average talk time for your calls:

11. Track the average talk time for incoming calls:

12. Track the average talk time for outgoing calls:

13. Filter calls to display only those that have been answered by clicking "Answered":

14. Select which Key Performance Indicators (KPIs) you'd like to monitor by clicking "Columns":

15. Hide the list of possible KPIs by clicking "Columns" again:

16. Listen to a specific call by clicking "Action":

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