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. KPI goals and objectives may be modified either temporarily or permanently.

A manager can set up a Performance Plan with milestones to measure an employee’s progress in meeting KPI goals over time. For tracking, a manager also can create an alert for the Performance Plan. The alert is triggered when either one or more KPI milestones is met, or one or more KPI milestones is not met. Possible actions from an alert include sending an email or scheduling an 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. assignment or a coaching session. See the Framework Administration Guide for details.

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 pre configured 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.