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.

Prerequisites

  • You have the ViewPerformanceManagement and Administer Performance Management Essentials permissions.

Page location

Performance Management > Settings > Configuration

Procedures

Choose metrics to track

  1. Click Add Metric.
  2. Select a metric from the Metric drop-down list. For more information about the metrics, see About the KPI metrics below.

  3. If the Form/section/question drop-down list appears, 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 Overall Evaluation Score from the Metric drop-down list and select Evaluation Form One from the Form/section/question drop-down list.

  4. Select the color this metric will have on the KPI Dashboard page from the Color drop-down list.

  5. (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. The dotted line and target icon do not appear if you don’t add a benchmark score.

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

  6. Click Save. The metric appears on everyone else’s KPI dashboard page immediately.

Edit a metric

  1. Click the three dots in the Action column, and select Edit.
  2. Make changes as needed.
  3. Click Save. Your changes appear to everyone else immediately.

Delete a metric

  1. Click the three dots in the Action column, and select Delete. The Confirm deletion window opens.
  2. 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
Evaluation Form Score - Manual QM QM The overall score for a contact from a manual evaluation. The form must be published.
Evaluation Form Score - Auto QM Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus The overall score for a contact from an AI evaluation. The form must be published.
Evaluation Section Score - Manual QM QM The score for a section on a manual evaluation form. The form must be published.
Evaluation Section Score - Auto QM Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus The score for a section on an AI evaluation form. The form must be published.
Evaluation Form KPI Question Failure - Manual QM QM On a manual evaluation form, the number times an evaluator selected a KPI answer option for a specific question. The form must be published.
Evaluation Form KPI Question Failure - Auto QM Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus On an AI evaluation form, the number times AI selected a KPI answer option for a specific question. The form must be published.
Daily Adherence % WFM The percentage of time agents were adhering to their scheduled activities.
Daily # Interactions Handled WFM The number of contacts that an agent handled.

Average Handle Time

WFM

The agent’s talk time + hold time + after-call-work time, divided by the number of calls the agent answered.

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