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FAQ: Customer Support Specialist KPI Questions

in Teleservice - EBS (MOSC) Question
Questions

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1. The values in KPI table will get updated only when running the request set KPI Summary: Incremental Data Load Set?

2. How frequently this program should be scheduled for them?

3. Is there a need to attach classification to the Closed% statuses?

4. Is it possible to create a particular classification by adding values to some Lookup Type?
Currently there are 5 columns in the table in front end called Waiting on Support, etc..
Is it possible to add more columns to the KPI summary table in Agent dashboard?

Answers

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1. Yes, the values will be available in KPI table only after running the concurrent program mentioned.

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