(13.4) KPI Management

With this module, an authorized user can define business KPIs and set/modify the value of the KPIs to customize the call treatment accordingly. This resembles turning a switch on or off based on a certain condition.

For instance, in the situation of an overflow when zero agents are available to answer a new call, the call should be routed to an expert queue. Similarly, if the number of calls in a queue exceeds a number x, the administrator may want to execute an action “y” to address the problem.

On the IVR, the value of these variables/KPIs comes from the Expertflow KPI management REST APIs.

This helps in monitoring key performance metrics of your call center, dynamically controlling the overall call treatment, and defining customizable actions on the script based on the value of a certain KPI.