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In Adversus, it's possible to create your very own custom KPIs. You can display the custom KPIs as widgets in dashboards or in your reports.
If you want to customize even further, you can also use Insights fields when creating a KPI. Insights fields are lead and result fields that you index so that you can use the data in the fields for the Insights module.
In the walkthrough below, we create the custom KPI through Dashboards, but it is also possible to do it through Reports.
NB: If you have the option to enable Analytics mode please do so. In Reports you find the Create new KPI button in the KPI menu on the right side).
Go to Insights in the menu on the left and choose Dashboard.
Click on the Add widget dropdown and choose whether you want to Create new chart or Create new table depending on how you want your KPI to be shown. If you want to use AI to generate your KPI, choose Generate new widget and follow the instructions that will show in the pop-up.
3. In the Create widget pop up, click on Create new KPI.
4. You now have two different ways to create your own KPI; Either using a form or the composite builder. We'll start by showing how to do it using a form.
How to build your KPI by using a form
This is how it looks like when you start building. There is some basic stuff, you need to do e.g., giving your KPI a name.
Start by giving your KPI a recognizable name, so it's easy to locate afterwards in the Dashboard and Report module.
It's optional whether you want to add a tag to your KPI to make it even more recognizable.
Under Source, you choose your data source. Notice: We are continuously adding new data sources to choose from. Here are some examples:
Leads
Using Leads as the source, the KPI data is based on leads, e.g., their status, contacted at a specific time, contact attempts, etc.
Calls
With Calls as the source, you can create a KPI based on call activity, e.g., call duration, whether or not it was answered, hangup cause, etc.
Bookings
The Bookings source lets you look at the bookings made (only works with calendar users). Here, you can use the booking status (held, postponed, canceled), when it starts, the owner, etc.
Sales
Create a KPI based on your sales (only works if you use products on campaigns). See the specific users that made a sale, total price, discount price, etc.
Sales lines
Also only works if you use products on campaigns, but unlike Sales source, the Sales lines look at specific products associated with a sale - if you sell more than one product in one sale.
Activities
The activity source lets you look at specific agents and their time spent in the dialer, e.g., the total duration time for a user (total time spent in the dialer).
SMS
The SMS source lets you track on the different templates that were sent by specific users, units and delivery status etc.Email
The Email source lets you track on the different templates, senders/receivers, delivery status and more.Campaigns
The campaigns source lets you track on the different campaign types e.g., Manual, Predictive, Inbound, Progressive.Workforce
The workforce source lets you track on the different strategies, pause reasons, activities, etc.
NB: When filtering on activities this allows you to track exact agent activities such as, processing, waiting, dialing, talking and pause time. You can choose multiple activities at a time or just one.
Once you've chosen the source, you need to choose what timestamp you'd like to measure time from. The Time options differentiate based on the source you choose.
Next, choose how you want to Aggregate the data. Do you want to count the items, summarize the field value or show the average field value?
After choosing your source, time, and aggregation, you can filter the KPI to only show you the data you want based on your data source. The filters will also look different depending on the source you choose.
How to build your KPI by using the composite builder
Now, let's take a step back and show you how you create a KPI using the composite builder. With the composite builder, you can merge several existing KPIs to create a brand-new KPI.
First, give your KPI a beautiful name so you can easily recognize it. You can also choose to give it a Tag.
Then it's time to start building. From the drop-down Select KPI's... you'll find a list of data to choose from.
In this example, we'd like to know the percentage of leads that were closed as a success based on the total amount of leads we called. So we add the Closed as success, add the divide sign, and then Closed leads.
Before you're completely done with your custom KPI, regardless of whether it's created with a form or composite builder, you can go to the Format tab to choose the format of the KPI.
From this tab, you can choose between three different formats; percentage, decimal, or duration (seconds), and rate over time.
Depending on the chosen format, you can define how many decimals you'd like or the time format (if duration is chosen).
Input a prefix and/or suffix if it's relevant, e.g., a '€' as the prefix or a '%' as the suffix for better understanding what the KPI is showing.
You can lock the KPI so only administrators and owners of the KPI can edit it under Settings in the menu.
When you're all done, click Save KPI in the bottom right corner.
Your new KPI is now available in the KPI dropdown when creating a widget on a dashboard. The KPI will likewise be available in the Reports module.
If you want to know more about creating a dashboard with your new KPI, you can read more about it here. If you instead want to create a report, read more about it here.