Watch: Entering CSR KTI Data

Video transcript

In this quick guide, we'll show you how to Enter Customer Service Representative KTI data to track daily call activity and key performance results. From the CSR KTI's page you have two ways to enter data, use Add CSR KTI to enter information manually or Upload a CSV to add multiple entries at once using the provided template. To manually enter KTI, click Add CSR KTI Then select the CSR you're entering data for.

Next, choose whether the call type is for Inbound or Outbound calls, and then choose the Date the information applies to. Now, enter the CSR's daily performance data including: Total Calls, Booked Calls, Maintenance Plan Opportunities, and Maintenance Plans Sold. Remember, your Booking percentage and Maintenance Plan Close percentage are automatically calculated based on the information entered.

Once everything is entered, review the information for accuracy, then click Add CSR KTI to save the entry. And you're all set! With your CSR KTI data entered, you'll have a clear view of booking and maintenance plan performance over time