Select metrics to measure with Performance Management

On the Configuration page in Performance Management, you can select which measurements appear on your organization’s Performance Management dashboards.

Metrics are individual measurements that indicate agent performance. Examples of common metrics you might want to measure are evaluation scores, number of contacts handled, or adherence. For a list of all metrics you can choose from, see About the KPI metrics.

You organize and assign metrics with paths. A path is a collection of metrics that are relevant to a particular role, team, or other collection of agents. A path always contains at least one metric. You can add a metric to multiple paths. A team or group can be assigned multiple paths, and a path can be assigned to multiple teams or groups.

EXAMPLE You want to measure one group of agents based on their handle time, but handle time is not as important a measurement for another group of agents. You create a path that includes the handle time metric for the first group of agents and create another path that does not include handle time for the second group of agents.

The desired score for each metric is the benchmark. A benchmark is a number that an agent must reach to meet your organization’s performance goals. You can create paths that use the same metric but have different benchmarks.

EXAMPLE You want to measure two different teams based on handle time but have different desired handle times for each team. You create two paths that include the handle time metric but set different benchmark scores for each path.

The table below illustrates the relationship between metrics, paths, and teams.

Path 1	Path 2	Path 3
Contains these metrics: Handle Time with a benchmark of 8 minutes After-Call Work Time Manual QM - Section Score Assigned to the Red Team.	Contains these metrics: Handle Time with a benchmark of 6 minutes Manual QM - KPI Failures Auto QM - Overall Score Assigned to the Blue Team.	Contains these metrics: Contacts Handled After-Call Work Time Talk Time Hold Time Assigned to the Green Team.

Path 1

Path 2

Path 3

Contains these metrics:

Handle Time with a benchmark of 8 minutes
After-Call Work Time
Manual QM - Section Score

Assigned to the Red Team.

Contains these metrics:

Handle Time with a benchmark of 6 minutes
Manual QM - KPI Failures
Auto QM - Overall Score

Assigned to the Blue Team.

Contains these metrics:

Contacts Handled
After-Call Work Time
Talk Time
Hold Time

Assigned to the Green Team.

Prerequisites

Your organization has enabled the new login experience. See Log in to Calabrio ONE with your subdomain URL for more information.
You have the Administer Performance Management Essentials permission.
You have the permissions that are required to view information for metrics. See About the KPI metrics below for more information.
You have scope over the teams and groups that you want to assign paths to. See Create and edit users for QM, Analytics, Insights, and Performance Management for more information about scope.

Page location

Performance Management > Settings > Configuration

Procedures

Create a path

Step 1: Name the path

Click Create path.
Enter the path Name.
(Optional) Enter a Description for the path. This description will appear on the Configuration page for anyone else who works with the metric. The description is not visible anywhere else.
Click Save. The path appears in the list of Paths.

Step 2: Select metrics for the path

Click the path in the list of Paths.
Click Add Metric.
Select a metric from the KPI Typedrop-down list. For more information about the metrics, see About the KPI metrics below.
If the Form, Section, or Question drop-down lists appear, select a form, section, or question for the metric.

EXAMPLE One metric you want to track is the overall evaluation score on a form titled Evaluation Form One. You select Manual QM - Overall Score from the Metric drop-down list and select Evaluation Form One from the Form drop-down list.
(Optional) To include information for this metric in the Summary section on the KPI Dashboard, select Summary. (See View performance for key indicators in Performance Management for more information about the KPI Dashboard.)
Select the color this metric will have on the KPI Dashboard page from the Color drop-down list.
(Optional) Enter the goal number for this metric in the Benchmark field. This is usually a “meets expectations” score. The benchmark score will appear as a dotted line and as a target icon on KPI Dashboard charts. If you don’t add a benchmark score, the dotted line and target icon do not appear.

EXAMPLE The “meets expectations” score for Evaluation Form One is 75 points. You enter 75 in the Benchmark field.
Click Save.

Step 3: Assign the path to agents

In the Add Groups and/or Teams section, select the teams or groups who will be assigned this path. You can select more than one option.
Click Save. The path appears in the drop-down list on the KPI Dashboard page.

Edit a path

Click the three dots next to the path name, and select Edit.
Make changes as needed.
Click Save. Depending on how many changes you made, you might need to click multiple Save buttons. Your changes appear to everyone else immediately.

Delete a path

Click the three dots next to the path name, and select Delete. The Confirm deletion window opens.
Click Delete. The window closes. The path disappears from everyone else’s view immediately.

Edit a metric

You can add or remove a metric from the homepage summary, select a different color for the metric, or change the benchmark.

Click the path in the list of Paths.
Click the three dots in the Actions column, and select Edit.
Make changes as needed.
Click Save. Your changes appear to everyone else immediately.

Delete a metric

Click the three dots in the Action column, and select Delete. The Confirm deletion window opens.
Click Delete. The window closes. The metric disappears from everyone else’s view immediately.

About the KPI metrics

The table below defines the metrics you can choose from. These metrics appear even if you don’t have the license that is required for the metric. If you select a metric that your organization doesn’t have a license for, no information appears in Performance Management.

Metric	License required	Definition
Auto QM - KPI Failures	Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus	On an AI evaluation form, the number of times AI selected a KPI answer option for a specific question. The form must be published.
Auto QM - Overall Score	Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus	The total number of points earned on an AI evaluation form, divided by the number of evaluations completed with that form. The form must be published.
Auto QM - Section Score	Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus	The total number of points earned on a specific section of an AI evaluation form, divided by the total number of evaluations completed for that section. The form must be published.
Manual QM - KPI Failures	QM	On a manual evaluation form, the number of times an evaluator selected a KPI answer option for a specific question. The form must be published.
Manual QM - Overall Score	QM	The total number of points earned on a manual evaluation form, divided by the number of evaluations completed with that form. The form must be published.
Manual QM - Section Score	QM	The total number of points earned on a specific section of a manual evaluation form, divided by the total number of evaluations completed for that section. The form must be published.
Adherence	WFM	The number of seconds that agents were in adherence, divided by the number of seconds in the agent’s shift, minus the number of seconds in neutral adherence. If on a specific day the number of seconds in shift is the same as the number of seconds in neutral adherence, no adherence data is reported for that day. This situation can occur, for example, on days when the agent did not work.
After-Call Work Time	WFM	The number of seconds that the agent spent on after-contact work, divided by the number of contacts the agent handled. If on a specific day an agent handled contacts but did not register any after-contact work, that day’s data is 0, and this 0 is included in this calculation. If on a specific day the agent did not handle any contacts (for example, a day when the agent did not work), this “no after-contact-work time” day is not included in this calculation.
Contacts Handled - Total	WFM	The number of contacts that an agent handled in a day. For days where the agent did not work or did not handle any contacts, data does not appear. These “zero contacts handled” days are not included in this calculation.
Contacts Handled - Average	WFM	The average number of contacts handled per agent. For days where agents did not work or did not handle any contacts, data does not appear. These “zero contacts handled” days are not included in this calculation.
Handle Time	WFM	For voice calls, the agent’s talk time + hold time + after-call-work time, divided by the number of calls the agent answered. For digital contacts, the agent’s handle time + after-contact-work time, divided by the number of contacts the agent handled. For days where the agent did not work or did not handle any contacts, handle-time data does not appear. These “zero handle-time” days are not included in this calculation.
Hold Time	WFM	The number of seconds that the agent placed calls on hold, divided by the number of calls the agent answered. If on a specific day an agent handled contacts but did not place any calls on hold, that day’s data is 0, and this 0 is included in this calculation. If on a specific day the agent did not handle any contacts (for example, a day when the agent did not work), this “no hold time” day is not included in this calculation.
Talk Time	WFM	The number of seconds the agent spent actively handling calls, divided by the number of calls the agent answered. If on a specific day an agent handled contacts but did not register any talk time (for example, they handled digital contacts all day), that day’s data is 0, and this 0 is included in this calculation. If on a specific day the agent did not handle any contacts (for example, a day when the agent did not work), this “no talk time” day is not included in this calculation.