Wanted to share an idea I had for ViCiDial and this time it's an agent feature idea that allows them to manage their own KPIs. There are lots of benefits to that;
- Allows agents to track their talk time during the shift at any point. It shows them how much they have accumulated so far and allows them to try and up that on the remaining part of their shift.
- Allows agents to track their pause times as well to keep reporting accurate for business reasons.
- Allows agents to track their sales progress too. This can allow them to push harder if they are low on sales and gives them peace of mind if they've hit their sales target for the day.
- It can relieve pressure on management teams as the agent has vision of their own performance and can adjust accordingly during the shift.
Here is a mock-up of how it might look (agent interface tab highlighted in yellow ink);
And here are some potential KPIs that could be shown (just some common ones for now. Happy to discuss your ideas on what could be shown here);
My proposal is as follows;
- New system setting that can toggle KPI view on the agent interface.⏳
- Add code to render the new KPI tab + view.⏳
- Add code to refresh the stats at intervals (happy to discuss the best methods of doing that).⏳
- Adding relevant stats (happy to discuss what stats you would like to see in the KPI tab)⏳
- Campaign Settings - KPI target value settings.⏳
- Potentially User KPI settings that would override the campaign options. This would allow flexibility per agent rather than campaign. Especially helpful for new starts or people who need more flexibility like part time workers. ⏳
Would anybody find this useful for their operation? Very happy to receive feedback and we can build it together. Thank you for considering.
