KPI Settings
Define color-coded thresholds for metrics displayed in your Calls Reports and Queues Reports dashboards. Each KPI uses a three-zone slider (red, yellow, green) so you can monitor performance status at a glance. Adjust ranges to match your business targets.
Table of Contents
- Access Feature
- Calls Report KPIs
- Queues Report KPIs
- Configuring a KPI Slider
- Quick KPI Preview
- Common Use Cases
Access Feature
Log into PBX.IM Dashboard > Go to Settings > General > Select the Defaults tab > Scroll to the KPI section
Calls Report KPIs
These KPIs appear on the Calls Report dashboard.
| KPI | Type | Description |
|---|---|---|
| Calls | Numeric | Total number of calls. Default max: 312. |
| Answered Calls | Percentage | Percentage of calls that were answered. |
| Unanswered Calls | Percentage | Percentage of calls that went unanswered. Colors are reversed (lower is better). |
| Unique Calls | Percentage | Percentage of unique callers. |
| Avg Call Duration | Time (seconds) | Average duration of answered calls. Default max: 8 minutes. Can be reversed. |
| Dial Time | Time (hours) | Total dial time across all calls. Default max: 4 hours. |
Queues Report KPIs
These KPIs appear on the Queues Report dashboard.
| KPI | Type | Description |
|---|---|---|
| Call Volume | Numeric | Total number of calls entering queues. Colors are reversed (lower is better). Default max: 312. |
| Answered Calls | Percentage | Percentage of queue calls answered. |
| Abandoned Calls | Percentage | Percentage of abandoned queue calls. Colors are reversed. |
| Calls Within SLA | Percentage | Percentage of calls answered within the SLA target. Colors are reversed. |
| Avg Wait Time | Time (seconds) | Average time callers wait in queue. Colors are reversed. Default max: 15 minutes. Step: 15 seconds. |
| Avg Talk Time | Time (seconds) | Average talk time per queue call. Colors are reversed. Can be reversed. Default max: 15 minutes. Step: 15 seconds. |
| Max Wait Time | Time (seconds) | Longest wait time in queue. Colors are reversed. Default max: 30 minutes. Step: 15 seconds. |
| Timeout Calls | Percentage | Percentage of calls that timed out. Colors are reversed. |
Configuring a KPI Slider
Each KPI is displayed as a color-coded slider with three zones.
| Control | How to use it |
|---|---|
| Slider thumbs | Drag the two slider thumbs to define the boundaries between the red, yellow, and green zones. |
| Max value input | For non-percentage KPIs, enter a custom maximum value in the input field at the right end of the slider. For time-based KPIs, enter the value in minutes or hours depending on the KPI type. |
| Reverse button | Some KPIs have a reverse icon. Click it to swap the color direction (e.g., make lower values green instead of red). This is available for Avg Talk Time and Avg Call Duration. |
For percentage-based KPIs, the maximum is always 100% and cannot be changed. The max value input only appears for numeric and time-based KPIs.
Quick KPI Preview
Toggle the Quick KPI Preview switch at the top of the KPI section. When enabled, dragging a slider thumb shows a live preview popover of how the KPI card will appear on the dashboard with a simulated mid-range value.
The preview uses a simulated value at the midpoint of your configured maximum to demonstrate color coding.
Common Use Cases
Call center performance monitoring -- Set strict thresholds for Avg Wait Time and Abandoned Calls to ensure your team meets SLA targets. Use colors reversed so that high wait times show as red.
Outbound sales tracking -- Configure Calls and Answered Calls KPIs with aggressive targets to keep your sales team motivated. Set high thresholds for Dial Time to track agent activity.
Quality assurance -- Use Avg Talk Time with the reverse button to set an ideal range. Too-short calls may indicate poor service, while too-long calls may indicate inefficiency.