Focus Areas

Focus areas are key performance indicators (KPIs An established metric used to measure agent performance). They help you to drive your business goals within a time frame. First, you need to first create a behavior and select it while creating focus area.

For example, Attendance, Available Time, Talk Time, or Hold Time can be defined as Behavior for Productivity Focus Area.

You can edit, activate, or deactivate a focus area by clicking Options .

To create a new focus area:

1. Click the app selector and select Coaching > Focus Area > Add New.

2. Enter a Focus Area.

3. Select the behavior to associate with the focus area from the Available Behaviors and then click Add.

4. Click Save and Update. By default, the focus area status is active and is available to select when you create a coaching session.