View performance for key indicators

The KPI Dashboard in Performance Management shows you progress on measurements that are important to your organization. The information you see on the homepage varies depending on whether you have permission to see information about other people. If you have permission to see only your own data (most common for agents), your KPI Dashboard shows only information about your own performance. If you have permission to see other people’s data (for example, you are a supervisor for a team of agents), you see information about those people’s performance. If you are a supervisor who also handles contacts, the information on your KPI Dashboard also includes your performance.

The chart below is an example of the information on the KPI Dashboard:

Each chart on this page shows the actual score (upper left). You might also see the benchmark score (upper right). The benchmark score is the score that agents need to achieve in order to meet the organization’s expectations. The dotted line also represents the benchmark score.

Prerequisites

A Performance Management administrator has selected KPI metrics for this page. See Select metrics to measure with Performance Management for more information.
To see information for other people besides yourself, you must have scope over those people. See Create and edit users for QM, Analytics, and Insights for more information about scope.

Page location

Performance Management > KPI Dashboard

Procedures

Change the date range

Click Last 3 Days in the upper-right corner of the page and select a different date range. All the charts on the page update to reflect the range you selected.

View KPI metrics for a specific group, team, or agent

By default, Performance Management shows information for everyone who is in your scope. There are two ways to narrow your focus:

Expand the menu on the left side of the page and click a group, team, or agent. All the charts on the page update to reflect what you selected.
Enter the name of a group, team, or agent in the Search field. The menu on the left side of the page updates to show only options that match your search. Click an option from this list. All the charts on the page update to reflect what you selected.