Shiftmate
Call center KPI CSV analysis tool
Analyze the Agent KPI file in the browser to see AHT, quality, adherence and risky employees.
Prepared by:Shiftmate Product and Operations Team · Son kontrol:
Step by step usage
Enter actual period data
Replace the sample values with your own business's data for the same date range and the same unit of measure.
Read the result and assumptions together
The tool validates CSV/XLSX headers, analyzes the first 100 lines in the browser, and compares call, AHT, quality, and adherence values by agent. Examine the result not just as a single number but for its sensitivity to change in inputs.
Save the scenario and measure again
Once you make a decision, write down the input and the date. Match the file titles with the example. Do not directly compare the low volume agent. Evaluate the balance of quality and speed together.
What does this tool calculate?
Analyze the Agent KPI file in the browser to see AHT, quality, adherence and risky employees.
formula
Risk sign = quality below target or adherence below target; summary = total calls, weighted AHT and number of risky agents
Calculation method
The tool validates CSV/XLSX headers, analyzes the first 100 lines in the browser, and compares call, AHT, quality, and adherence values by agent.
Worked example
10 agents. 1,330 total calls. Average AHT 300 seconds. An agent quality is under target. Result: The risky line is colored; Instead of intervening with the entire team, the manager initiates a sample call and coaching control for the relevant agent.
How should the result be interpreted?
Match the file titles with the example. Do not directly compare the low volume agent. Evaluate the balance of quality and speed together
Common usage mistakes
Writing percentage as text in different formats. Confusing the AHT unit with minutes/seconds. Making a single-day result a permanent performance decision
Limits of the model
The tool summarizes the metrics in the file; sample size, call difficulty, and quality do not evaluate the reliability of the form.
Is your data safe?
Calculation and file analysis runs in your browser. The operation files you upload are not sent to a server by this tool.
Relevant official and technical resources
Frequently asked questions
Will my Excel file go to the server?
No. The file is read in the browser and not sent to the server by this analysis tool.
How many rows are analyzed?
The summary validates the file and limits the visible table to the first 100 rows for performance; Prepare periodic summary for larger data.