Scorecards Application
These alert rule types are available if you have a Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. license.
KPI out of range:
An alert is sent when a KPI falls outside a range. The alert is sent:
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For all employees/organizations or any employee who has the job title specified in the rule
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Where the employee's/organization's KPI value/score is of the specified periodicity (Daily, Weekly, Monthly, Quarterly, or Annually)
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Where the KPI value/score is less than or equal to/greater than or equal to a threshold (Excellent, Good, Average, Poor, or Bad)
Or
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The employee/organization has no dependencies on peer value. Or, the employee/organization is below the specified percentile of the organization for <X> out of the last <Y> periods (as specified in the periodicity).
Where eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. is also licensed, this alert rule can also be used to assign selected lessons, or assign lessons mapped to a specific competency.
Where Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. is also licensed, this alert rule can also be used to create a coaching session. In this coaching session, the coach and trainee are automatically selected along with the out-of-range KPI.
The session is created with a status of Pending.
Where Forecasting and Scheduling is licensed with Coaching, you can automatically schedule the coaching session by means of WFM. In this case, the session is created for both employee and coach with a status of Meeting Requested
For example, a manager can receive a message similar to the following:
The following employees are found to be below thresholds defined for KPI CompetencyKPI for the rule Alert Rule All:
Canfield, Heather; Jupin, Kimberley; Ligsay, George; Liter, Eric; Onken, Allison; Ruth, David; Yost, Brian
KPI out of range - Intraday:
This alert is only available if you have the Intraday Performance Management Optional feature, available on top of Advanced Scorecards, that allows users to manage, analyze and track performance during the day, using KPIs that are calculated several times during the day, in up to 15-minute intervals. license and Advanced Scorecards.
Similar to the KPI out of range alert, this alert is sent only when a selected Intraday KPI falls outside a range.
With this alert, you select an Intraday periodicity where the periodicity is shown as Intraday - Last <nn> Minutes (where nn is the number of lookback minutes). Example: Intraday - Last 60 Minutes.
The alert is sent:
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When the employee/organization KPI value/score is of the specified periodicity. Also, the KPI value/score is less than or equal to a threshold (Excellent, Good, Average, Poor, or Bad)
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When the employee/organization KPI value/score is of the specified periodicity. Also, the KPI value/score is greater than or equal to a threshold (Excellent, Good, Average, Poor, or Bad)
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For all employees or organizations or any employee who has the job title specified in the rule
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For <X> out of the last <Y> periods (as specified in the periodicity)
Performance Plan Milestone Alert
You can set up an alert that is sent when an employee meets or does not meet Performance Plan milestones. This alert helps employees and managers stay on track.
You configure the milestone alert to indicate whether the employee met or failed to meet all or at least one KPI target.
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You can send an email alert to an employee or an organization. Recipients view and reply to the alert.
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If eLearning is licensed, you can use this alert rule to assign selected lessons, or assign lessons mapped to a specific competency.
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If Coaching is licensed, you can use this alert rule to create a coaching session (for person KPIs only). You can create a coaching session for Ad-Hoc Coaching, Annual Review, and Quarterly review session types. You can also schedule the session in WFM, specify the duration, and the Recreate Sessions period.
The following table lists the Performance Plan options:
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Rule Parameters |
Options |
|---|---|
|
Employee |
At least one milestone target All milestone targets Do not alert |
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Employee met |
At least one milestone target All milestone targets Do not alert |
|
Send alerts no more than once every |
[Number] Frequency selection in days, weeks, or months |
Scorecards Assessment/Note Added/Updated
An alert is sent when a new assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). or note is added/updated to Scorecards of organizations or employees.