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.

  1. Click Edit in the metric’s row.
  2. In the Details section, replace the number in the Goal field.
  3. 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.

  1. Click Edit in the metric’s row.
  2. In the Details section, select Yes or No from the Coachable Metric drop-down list.
  3. 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.

  1. Click Edit in the metric’s row.
  2. In the Details section, select Active or Inactive from the Status drop-down list.
  3. 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.

  1. Click Edit in the metric’s row.
  2. In the Behaviors section, click Create Behavior.
  3. Enter the name in the Behavior Name field.
  4. Click Create Behavior.
  5. To use the behavior in Performance Coaching, activate the behavior. See Edit a behavior.

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.

  1. Click Edit in the metric’s row.
  2. Click Edit in the behavior’s row.
  3. 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.

  1. Click Edit in the metric’s row.
  2. Click Edit in the behavior’s row.
  3. Click Create Sub-Behavior.
  4. Scroll down and enter the name in the Sub-Behavior Name field.
  5. Click Create Sub-Behavior.
  6. To use the sub-behavior in Performance Coaching, activate the sub-behavior. See Edit a sub-behavior.

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.

  1. Click Edit in the metric’s row.
  2. Click Edit in the behavior’s row.
  3. Click Edit in the sub-behavior’s row.
  4. 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.

  1. Click Edit in the metric’s row.
  2. In the Tactics section, click Create Tactic.
  3. Enter the name in the Tactic Name field.
  4. Click Create Tactic.
  5. To use the tactic in Performance Coaching, activate it. See Edit a tactic.

Edit a tactic

You can change a tactic’s name and status.

  1. Click Edit in the metric’s row.
  2. Click Edit next to the tactic.
  3. 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.

  1. Click Edit in the metric’s row.
  2. In the Root Causes section, click Create Root Cause.
  3. Enter the name in the Root Cause Name field.
  4. Click Create Root Cause.
  5. To use the root cause in Performance Coaching, activate it. See Edit a root cause.

Edit a root cause

You can change a root cause’s name and status.

  1. Click Edit in the metric’s row.
  2. Click Edit in the root cause’s row.
  3. Edit the root cause and click Save.

View a record of all Metric Administration changes

  • Click Audit Log. The Audit Log window opens.

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