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:

Now, when you go to the dashboard, the colors will be consistent with your own KPIs.