KPIs

Key Performance Indicators, or KPIs, are metrics used to report on the performance of individuals or groups of individuals, for example, Average Handle Time for calls. KPIs are the building blocks of scorecards and were established by application administrators. KPIs are scored to provide a numeric means to measure progress toward meeting an organization’s strategic objectives.

Each KPI has a formula that is used to calculate the KPI’s actual result. The formula defines which source measures are the building stones of the KPI and which mathematical operations should be applied to them. Source measures are extracted from external source system types such as automatic call distributors (ACDs), and Workforce Management systems (WFMS).

When employees log on, they see a scorecard with KPIs for previous days. The KPIs that they are permitted to see are based on their role. Each role in the system has a preconfigured set of privileges that determine what actions employees can do on the system, what columns in the scorecard are accessible or visible, and what scorecards are available for them.

Managers can set up a Performance Plan for an employee to follow KPI goals and actual values over time, and can track it with a Performance Plan Milestone Alert.