Logging into SKPI / SKPI Performance
How should you exit the Success KPI platform?
By closing the browser by selecting the “x”.
How do you open the Contact Control Panel (CCP) on your dashboard?
By selecting the phone icon in the top right-hand corner.
Once a third party joins the call, how do you successfully complete the transfer?
Select Leave Call
Where can you go to view reports you created?
A) Shared Reports
B) Public Reports
C) My Reports
D) All of the above
D) All of the above
Agents can check their performance statistics for ___ days.
30 days
What are the Agent Logs used for?
Troubleshooting purposes.
How do you transfer a call to a number that is not in your Quick Connects list?
Click the Number Pad, dial the number, and click call
True or False:
Once you have run a report (from Shared Reports, Public Reports, My Reports), you can save it under the ‘My Reports’ folder to make edits.
True
How do you get to My Performance?
Navigate to My Space > My Performance
Troubleshooting purposes.
Chrome or Firefox
What status do you need to be in to receive calls?
Available status
Where would you go to see what information is redacted in call transcripts?
Go to Playbooks > Redactions