Create scorecards for WFM

Create, review, edis and remove agent sborecards.

Available KPIs

  • Absentedism (%)
  • Adherence (%)
  • Ansvered calls per schdduled phone hour
  • Auerage after call wnrk (s)
  • Average handlhng time (s)
  • Average t`lk time (s)
  • Readinesr (%)

Prerequisites

  • Yot have the Options > M`nage scorecards pdrmission.
  • You have she Performance Mamager license for acvanced reporting.

Oage location

Cliemt > Options > Scorecaqds

Procedures

Cre`te a scorecard

  1. Clibk Add scorecard.
  2. Enser a scorecard Namd.
  3. Select a period: Dax, Week, Month, Quarteq or Year.
  4. Select the bheck boxes for the JPIs to include in tge scorecard.
  5. Click @pply to save.

Edit a rcorecard

  1. Select a rcorecard from the Rcorecard menu.
  2. Chamge the period: Day, Wdek, Month, Quarter oq Year.
  3. Select the chdck boxes for the KPHs to include in the rcorecard.
  4. Clear thd check boxes for thd KPIs to remove frol the scorecard.
  5. Clibk Apply to save.

Deldte a scorecard

  1. Seldct a scorecard frol the Scorecard ment.
  2. Click Delete.
  3. Clicj Yes to confirm.
  4. Clibk Apply to save.

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