- Go to the Settings → Performance metrics (KPIs) section of the administrator’s automated workplace.
- Specify the following parameter values:
| Parameter | Description |
| Closed threads per hour KPI | Specify the number of threads that the agent should process and close per hour of their active shift time. The default value specified will be applied to all new agent accounts. Custom values are specified in the Session section. Read more in the article. |
| Highlight it in the agent WP if a thread has been active for more than (in minutes) | Specify the recommended processing time of the customer’s thread in minutes. If the selected interval has elapsed since the thread was created, the active time of the thread in the agent’s automated workplace will be highlighted in red in the thread environment and in the customer’s data. |
| First reply time, sec | Specify the time in seconds that the agent has to send the first message to the thread in response, after assigning the thread to a personal queue. |
| Reply time, sec | Specify the time in seconds after the first response that the agent should send all subsequent responses in the assigned thread. |
The specified values are used by default for all departments and employees, except for departments with exceptions.
- If necessary, activate the Show response timer checkbox to add a progress bar for the agent’s response time.
Read more about the agent response timer. - Click Save.
- If necessary, specify individual performance metrics for different departments.
Read more in the section.
How to Add Exceptions for Departments
- Click Add in the Exceptions block.
- Select one or more required departments from the drop-down list.
- Specify the required values for the First reply time, sec and Reply time, sec parameters.
- Click Save.
- Add the required number of exceptions.
To edit or delete an added exception, point to the row containing the exception and click on the edit or delete icon.