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 Administer Performance Management Essentials permission.
Page location
Performance Management > Settings > Configuration
Procedures
Choose metrics to track
- Click Add Metric.
- Select a metric from the Metric drop-down list. For more information about the metrics, see About the KPI metrics below.
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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.
- Select the color this metric will have on the KPI Dashboard page from the Color drop-down list.
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(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.
- Click Save.
Edit a metric
Delete a metric
- Click the three dots
in the Action column, and select Delete. The Confirm deletion window opens.
- Click Delete. The window closes.
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. |
Related topics
- View performance information for yourself or your team
- View performance for key indicators
- Manage evaluation forms
- Manage forms for AI evaluation
- Create adherence rules