View Interactions from KPI View

You can view interactions or evaluations related to the KPI for a selected employee in a selected time range in the KPI View on the Explore Performance page.

Worst and Best KPI Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Calculations

The values for the Best and Worst KPI Interactions are calculated based on the KPI formula, and a mapping of the source measures in the KPI formula to their respective interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. data fields or evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. form / form component.

The following is the mapping of source measures to interaction data fields or evaluation form or form component:

Source Measure	Mapped to
Talk Time	Duration
After Call Work Time	Wrap-up Time
Hold Time	Interaction Total Hold Time
Total Score	Form Score
Custom QM Source Measure	Mapped Form Component
Hit or No-Hit Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions.	Respective Category

For example, for the KPI Employee AHT (including Hold Time), the KPI source measures are mapped to the following Interactions data fields:

KPI Source Measures	Interactions Data Fields
Talk Time	Duration
After Call Work Time	Wrap-up Time
Hold Time	Interaction Total Hold Time

In this case, the Best KPI Interactions include calls where the sum of these fields (or source measures) are the shortest. The Worst KPI Interactions include calls where the sum of these fields (or source measures) are the longest.

Best KPI Interactions	Worst KPI Interactions
Duration + Wrap-up Time + Interaction Total Hold Time = Shortest	Duration + Wrap-up Time + Interaction Total Hold Time = Longest

Managers access the KPI View workspace from Explore Performance. Employees access the My Performance: KPI View workspace from My Performance

Viewing interactions from KPI View is available only for Daily or Weekly periodicities.