Description

Explanation of the purpose of this KPI.

Example: Number of calls answered in selected week.

KPI Type

Lists the scope of the KPI (Person or Organization)

Example: Organization

Display format

How the KPI is shown

Example: %

Note: If you select the Time format, the units of the formula must be in seconds.

Period

The periodicity of the KPI (Intraday, Daily, Weekly, Monthly, Quarterly, Annually).

Example: Daily

Score is based on

Lists the score calculation based on the Actual Value or Peer Value.

Example: Actual Value

Expected Upper Range Value

Highest score usually attained

Example: 1000

Expected Lower Range Value

Lowest score usually attained

Example: 50

Meaning of KPI values

Shows the direction of “good” scores. If the variance is set to Up, higher scores are better. If the variance is set to Down, then lower scores are better.

Example: Lower Actual values are better

Variance Type

Whether the variance is based on a percentage or a value

Example: Value

Allowed Upper Variance from Planned

Sets the upper tolerance on the measurement range (used in determining your score)

Example: 80.0%

Allowed Lower Variance form Planned

Sets the lower tolerance on the measurement range (used in determining your score)

Example: 10.0%

Peer Group

Shows the peer group for this KPI.

Example: All Orgs, Same Job Title, Same Goal

Peer Type

The type of value shown for the Peer Group

Example: Percentile, Rank, Median, Mode, Mean, None.

Enabled for Goal Proration

Goal prorations occur when goal reductions, resulting from a change in number of days within a period, are configured for the KPI

Example: Yes

Calculate Roll up KPIs

Whether this KPI is a roll-up KPI

Example: Yes.

Calculate Formula

Displays the formula that is used to make the measurements for this KPI

Example: Total Case Resolution Time / Total Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.

Job Titles excluded from Aggregation

Indicates whether specific job titles are excluded from aggregation.

Example: Supervisor, Agent, and so on.

Set meeting goal as average score

Indicates whether the system is set up to categorize meeting goal as Average.

• Yes: When a KPI score meets goal it is categorized as Average.

• No: When a KPI score meets goal it is categorized as Good.