What do the colors on the Dashboard mean?
You may have noticed that there are different colors on the dashboard which show if the score the team or agent has received is good, bad or something in-between.
This will be determined based on the threshold you set.
e.g. If your internal KPI for QA is 80%, you should set 80% as the threshold, meaning anything under that will be red in the dashboard.
To do this:
Go to Users & Workspaces
Choose a workspace
Click on Threshold
Choose the threshold between red and green
Now, when you go to the dashboard, the colors will be consistent with your own KPIs.