Creating and managing KPIs widget

Last Updated : Mar 27, 2026 |

About this task

The KPI widget enables users to create custom and preset key performance indicators across various metrics. The KPI widget tracks and monitors the performance of the queues or teams. It enables the user to create multiple widgets with custom metrics using available filters and compare them to analyze performance across different periods, regions, departments, and other categories.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Analytics & Logs > Analytics.
  3. Click Business Analytics.
  4. Click Add Widget.
  5. Select KPIs.
  6. In the Widget Name field, enter a name for your widget.
  7. Click the Calendar icon calendar icon to the right of the widget name to select the specific date, period, and hours.
  8. Click Done to save your preferences.
  9. From the Preset KPIs section, double-click or drag and drop any of the following items to add them to your widget:

    • # Total Calls

    • # Inbound

    • # Outbound

    • # Answered

    • # Missed with VM

    • # Missed without VM

    • # Abandoned

    • # with Holds

    • # with Transfers

    • # with Park

    • # with Park Retrieval

    • Total handle Time

    • Avg. Speed of Answer

    • Total Hold Time

    • Avg. # Calls/Day

    • Avg. Handle Time

  10. In the Custom KPIs section, you can customize the available item by making changes to the Details and Formula fields.
  11. For the Preset KPIs section, in the Details field, keep the information the same or create a new KPI name and description to save it as a new metric.

    • KPI name: Keep the same name or create a new one.

    • Description: Enter the information related to the KPI metrics.

  12. In the Formula field, select the following:

    • Group By: Change and select the dimension and the users to include in the KPI metrics.

    • Aggregation Function: Select from the calls and time-spent metrics, including their frequencies. Click Save.

    • Metrics: Select the metric to display for the custom KPI.

    • Apply Filters: Change your filter settings based on origin, direction, call response, call type, result, and other options in the list.

  13. Click Save KPI As... and select at least one from the following options:

    • Add Custom KPI to the Custom KPIs list.

    • Add Custom KPI in the Widget Holder.

  14. Click Save.
  15. Click Clear at the top-right to undo the last change in the KPIs widget.
  16. Click Save at the top-right.

    The KPIs widget is saved in the dashboard. You can perform actions by clicking the three-dot icon at the top-right of the widget.

  17. Click the three-dot icon more icon to select from the following options:

    Edit: Open the KPIs widget page to make changes.

    Size: Resize the widget in the dashboard.

    Duplicate: Create a copy of the KPIs widget.

    Delete: Remove the KPIs widget.