Knowledge

General screen -> Prefix Settings screen -> Email Template screen -> SLAs Menu -> KPIs Menu -> Work Flows Menu -> Categories Menu -> Tickets Menu

KPIs screens are used to create and manage terms between employees and companies.  The data at this screen will be  used for the WorkFlows monitor

1. Create KPI

- Step 1:  Select  the KPIs menu -> Select the Add function present in the screen

- Step 2: The system  will  display the  Add KPI  -> Enter the necessary data -> Then click Save to save the operation or select Close to close the screen and cancel the operation just performed

*Explanation:

   o   The Code field will display the code of the corresponding KPI. The data at this field is taken from the settings at the Prefix Settings screen

   o   The Name field used to enter the name of the KPI

   o   The First Response Time field is used to enter the first response time

   o   The Average Resolution Time field is used to enter how long the average time it takes to solve the problem (the system calculates the total time the employee spent solving the problem and compares it to the time set in the Average Resolution Time field)

   o   The Average Handle Time field is used to enter the processing time

   o   Time Measure field used to select a unit of time

   o   The Customer Satisfaction Score field is used to enter customer satisfaction

2. Edit KPI

Select the KPIs menu > Select the Edit function present in the screen corresponding to the data stream to be edited

3. View KPI

- Step 1: Select the KPIs menu > Select the View function present in the screen corresponding to the data stream to be Viewed

- Step 2: The system will display a screen containing information of KPI

*Explain

Violation ticket tab will display a list of Tickets that violate KPI's

4. Delete KPI

Select the  KPIs menu -> Select the Delete function present in the screen corresponding to the data stream to be deleted