Create scorecards for WFM

Create, review, edit and remove agent scorecards.

Available KPIs

  • Absenteeism (%)
  • Adherence (%)
  • Answered calls per scheduled phone hour
  • Average after call work (s)
  • Average handling time (s)
  • Average talk time (s)
  • Readiness (%)

Prerequisites

  • You have the Options > Manage scorecards permission.
  • You have the Performance Manager license for advanced reporting.

Page location

Client > Options > Scorecards

Procedures

Create a scorecard

  1. Click Add scorecard.
  2. Enter a scorecard Name.
  3. Select a period: Day, Week, Month, Quarter or Year.
  4. Select the check boxes for the KPIs to include in the scorecard.
  5. Click Apply to save.

Edit a scorecard

  1. Select a scorecard from the Scorecard menu.
  2. Change the period: Day, Week, Month, Quarter or Year.
  3. Select the check boxes for the KPIs to include in the scorecard.
  4. Clear the check boxes for the KPIs to remove from the scorecard.
  5. Click Apply to save.

Delete a scorecard

  1. Select a scorecard from the Scorecard menu.
  2. Click Delete.
  3. Click Yes to confirm.
  4. Click Apply to save.

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