Set up call-centre reporting: volume, drop rate, talk time.
Four basic KPIs for an SMB helpdesk: call count, drop rate, average talk time, average wait. Beyond that is mostly noise, get those four right first.
Try this first
- 1Daily report per queue to the team lead's mailbox.
- 2Drop rate as the headline KPI, not call count (volume says little about service).
- 3Weekly trend, not daily numbers, or you will manage to noise.
- 4One dashboard for agents (live wallboard), one for management (weekly trend).
When to bring us in
Numbers exist but nothing changes: a report is not an action, tie KPIs to a weekly standup or it stays decoration.
See also
- Voys, BelXS or RoutIT, which cloud PBX fits?Three popular NL platforms, differences are admin UI, partner model and per-user price.
- Teams Phone: Calling Plan, Direct Routing or Operator Connect?Three ways to connect PSTN to Teams, cost and management differ a lot.
- 3CX: self-host on VPS or take 3CX cloud?Self-host saves licence, but you own SBC, backup and updates.
None of the above fits?
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