Manage Performance Coaching metrics and behaviors
On the Metric Administration page, you can configure the options that are available to people who create coaching sessions.
Whenever a new evaluation form is created, Calabrio ONE automatically moves it into Performance Coaching as a metric. The form’s sections appear as behaviors, and the form’s questions appear as sub-behaviors. If you need to change any of this information for Performance Coaching, you do that here.
NOTE Changes to metrics, behaviors, or sub-behaviors affect Performance Coaching only. They do not affect the evaluation form itself.
Prerequisites
- Your organization uses Calabrio Quality Management and Performance Coaching.
- You have the Performance Administrator permission.
- You are using Google Chrome or Microsoft Edge. Performance Coaching is not supported in other browsers.
Page location
Performance Coaching > Metric Administration
Procedures
NOTE All the tasks listed below are optional. None of these are required for Performance Coaching to work.
Edit the goal score for a metric
By default, the goal score for a metric is the score on the evaluation form that marks the “Exceeds Expectations” band range. Follow these steps to set a different score as the goal.
Performance Coaching applies the new goal score to all evaluations completed in the current month. If you change a goal score multiple times in the same month, Performance Coaching uses the most recent goal score for the entire month.
- Click Edit in the metric’s row.
- In the Details section, replace the number in the Goal field.
- Click Save.
Make a metric coachable or non-coachable
If a metric is coachable, you can create coaching sessions for its sub-behaviors. If it is not coachable, it still appears in Performance Coaching, but you cannot create coaching sessions for it.
- Click Edit in the metric’s row.
- In the Details section, select Yes or No from the Coachable Metric drop-down list.
- Click Save.
Activate or deactivate a metric
Active metrics appear in Performance Coaching. Inactive metrics do not appear in Performance Coaching. Activating or deactivating a metric does not affect the evaluation form that the metric is based on.
- Click Edit in the metric’s row.
- In the Details section, select Active or Inactive from the Status drop-down list.
- Click Save.
Create a behavior
Behaviors come from the sections on evaluation forms. If you create a behavior here, it appears in Performance Coaching only. It does not appear on the evaluation form itself.
- Click Edit in the metric’s row.
- In the Behaviors section, click Create Behavior.
- Enter the name in the Behavior Name field.
- Click Create Behavior.
- To use the behavior in Performance Coaching, activate the behavior. See Edit a behavior.
You can change a behavior’s name and status. Any changes you make here appear in Performance Coaching only. They do not appear on the evaluation form itself.
- Click Edit in the metric’s row.
- Click Edit in the behavior’s row.
- Edit the behavior and click Save.
Create a sub-behavior
Sub-behaviors come from the questions on evaluation forms. If you create a sub-behavior here, it appears in Performance Coaching only. It does not appear on the evaluation form itself.
- Click Edit in the metric’s row.
- Click Edit in the behavior’s row.
- Click Create Sub-Behavior.
- Scroll down and enter the name in the Sub-Behavior Name field.
- Click Create Sub-Behavior.
- To use the sub-behavior in Performance Coaching, activate the sub-behavior. See Edit a sub-behavior.
You can change a sub-behavior’s name and status. Any changes you make here appear in Performance Coaching only. They do not appear on the evaluation form itself.
- Click Edit in the metric’s row.
- Click Edit in the behavior’s row.
- Click Edit in the sub-behavior’s row.
- Edit the sub-behavior and click Save.
Create a tactic
Tactics are the type of coaching that agents can receive. For example, an agent could be assigned additional training or be paired with a more experienced agent. Each metric has its own list of tactics.
- Click Edit in the metric’s row.
- In the Tactics section, click Create Tactic.
- Enter the name in the Tactic Name field.
- Click Create Tactic.
- To use the tactic in Performance Coaching, activate it. See Edit a tactic.
You can change a tactic’s name and status.
- Click Edit in the metric’s row.
- Click Edit next to the tactic.
- Edit the tactic and click Save.
Create a root cause
Root causes are the reasons why an agent might need coaching. Performance Coaching comes with four default root causes for each metric: Knowledge, Confidence, Skill, and Will.
- Click Edit in the metric’s row.
- In the Root Causes section, click Create Root Cause.
- Enter the name in the Root Cause Name field.
- Click Create Root Cause.
- To use the root cause in Performance Coaching, activate it. See Edit a root cause.
You can change a root cause’s name and status.
- Click Edit in the metric’s row.
- Click Edit in the root cause’s row.
- Edit the root cause and click Save.
View a record of all Metric Administration changes
- Click Audit Log. The Audit Log window opens.
Related topics
- View a single agent’s performance
- View a team’s performance
- View performance for the whole organization
- Create a coaching session—Specify performance goals for an agent and due dates for those goals
- Follow up on completed performance goals—Recognize agents who have met performance goals, and coach agents who are still struggling
- Manage evaluation forms—Create the evaluation forms that become Performance Coaching’s metrics
- Advice for evaluation forms—Best practices for creating effective forms