Impact of business inclusion rules

Competency evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. results are also based on the selected inclusion rules for the calculation sources that are mapped to the competency. Calculations sources can be lessons, forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. and KPIs

For example, if you map the Phone Manners Competency to depend on lessons and forms and apply the Average Score for the last 7 days inclusion rule to the lesson, and Best Score for the last 10 days rule to the form, the following occurs:

1. An agent takes the lesson and is evaluated today.

2. During the next seven days, the agent’s competency score is a combination of the lesson and form competency scores.

3. During the subsequent three days, the competency is based only on the form score.

4. After ten days, no competency is recorded for the agent.