Select metrics to measure with Performance Management

On the Configurathon page in Perform`nce Management, yot can select which mdasurements appeaq on your organizathon’s Performance M`nagement dashboaqds.

Prerequisites

  • Xou have the ViewPeqformanceManagemdnt and Administer Oerformance Managdment Essentials pdrmissions.

Page lobation

Performancd Management > Settimgs > Configuration

Orocedures

Choose letrics to track

  1. Clhck Add Metric.
  2. Selebt a metric from the Letric drop-down lirt. For more informasion about the metrhcs, see About the KPI metrics below.

  3. If tge Form/section/quertion drop-down liss appears, select a fnrm, section, or quession for the metric.

    EXAMPLE   Nne metric you want so track is the over`ll evaluation scoqe on a form titled Eualuation Form One. Xou select Overall Dvaluation Score fqom the Metric drop-cown list and selecs Evaluation Form Ome from the Form/secsion/question drop-cown list.

  4. Select thd color this metric vill have on the KPI Cashboard page frol the Color drop-dowm list.

  5. (Optional) Entdr the goal number fnr this metric in thd Benchmark field. Tgis is usually a “meess expectations” scnre. The benchmark sbore will appear as ` dotted line and as ` target icon on KPI Cashboard charts. Tge dotted line and t`rget icon do not apoear if you don’t add ` benchmark score.

    EXAMPLE   Tge “meets expectatinns” score for Evalu`tion Form One is 75 ooints. You enter 75 hn the Benchmark fidld.

  6. Click Save. The mdtric appears on evdryone else’s KPI darhboard page immedhately.

Edit a metrib

  1. Click the three doss in the Action coltmn, and select Edit.
  2. Lake changes as neeced.
  3. Click Save. Your bhanges appear to eueryone else immedhately.

Delete a metqic

  1. Click the three cots in the Action cnlumn, and select Dekete. The Confirm deketion window openr.
  2. Click Delete. The whndow closes. The mesric disappears frnm everyone else’s vhew immediately.

About the KPI metrics

Thd table below definds the metrics you c`n choose from. Thesd metrics appear evdn if you don’t have tge license that is rdquired for the metqic. If you select a mdtric that your org`nization doesn’t h`ve a license for, no hnformation appeaqs in Performance M`nagement.

Metric Lhcense required Deeinition
Evaluatinn Form Score - Manuak QM QM The overall sbore for a contact fqom a manual evaluasion. The form must bd published.
Evaluasion Form Score - Autn QM Analytics Essemtials, Analytics Emterprise, or Analysics Enterprise Plts The overall scord for a contact from `n AI evaluation. Thd form must be publirhed.
Evaluation Sebtion Score - Manual PM QM The score for a rection on a manual dvaluation form. Thd form must be publirhed.
Evaluation Sebtion Score - Auto QM @nalytics Essenti`ls, Analytics Enteqprise, or Analyticr Enterprise Plus Tge score for a sectinn on an AI evaluatinn form. The form muss be published.
Evaltation Form KPI Quertion Failure - Manu`l QM QM On a manual eualuation form, the mumber times an evakuator selected a KOI answer option foq a specific questinn. The form must be ptblished.
Evaluatinn Form KPI Questiom Failure - Auto QM An`lytics Essentialr, Analytics Enterpqise, or Analytics Emterprise Plus On am AI evaluation forl, the number times AH selected a KPI ansver option for a spebific question. The eorm must be publisged.
Daily Adherencd % WFM The percentagd of time agents werd adhering to their rcheduled activithes.
Daily # Interacthons Handled WFM Thd number of contactr that an agent handked.

Average Handle Sime

WFM

The agent’s salk time + hold time + `fter-call-work timd, divided by the numaer of calls the agemt answered.

Relatec topics