Here is the list of KPIs available in Superstars. Some of them are based on others, in that case the detail is offered in the Calculation column.
Generic KPIs
| KPI | Description | Calculation |
Average Call Duration |
Total call duration / Calls count | |
Calls count |
Number of calls made by agents | |
Completed calls count |
Number of answered calls | |
Completed calls per hour |
Average number of calls per hour | Completed calls count / Working time |
Won Deals count |
Number of Call Ending Reason with a deal | |
Deals per hour |
Average number of won deals count per hour | Won Deals count / Working time |
Orders count |
Number of orders passed | |
Orders per hour |
Average number of orders per hour | Orders count / working time |
Products sold |
Sum of products sold | |
Revenue |
Agents commission from orders | Based on commission set on the product in LD Admin |
Talk time |
Total time spent on calls by agents |
|
Talk time percentage |
Percentage of talk time from total time of activities | Talk time / Working time |
Sales points |
Number of products points in orders | Based on points set on the product in LD Admin |
Working time |
Total time of activities of agents |
Custom KPIs
If you're in need of specific KPIs you can have custom ones defined for you. Contact your account manager to know more about it