KPI component in Performance Overview

When you select a single employee or organization and multiple KPIs or EDMs, a KPI Component displays for each selected KPI in the Performance Overview workspace Area within an application window where the user interacts with the program. on the Explore Performance page. The data displayed in the KPI Component represents a single KPI or EDM for a periodicity and the last four periods from the period selected. Click the KPI Component to drill down to the KPI View.

Screen capture

Each KPI Component displays the type and name of the KPI, trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. arrow, value trend, goal, actual to goal, and actual value. The color of the KPI Component indicates the score. When the system requires a recalculation of the goal, an exclamation mark appears. When there is no data or the user does not have privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to view the score, the KPI component appears gray.

Element	Description
Score (Color)	The score is calculated based on gap between the Actual Value and the Goal value. The color of the KPI Component indicates the score: Dark Green = Excellent Light Green = Good Light Orange = Average Dark Orange = Poor Red = Out of Range Gray = No score or user does not have privilege to view score The score only displays if you have privileges to view it.
KPI name	The name of the KPI.
KPI type/EDM	An icon identifies the KPI type. Point to the icon to see the name of the KPI Type or EDM: Person Person Roll-up to Organization Organization Supervisor Roll-up EDM Roll-up KPIs are aggregated from the person to the supervisor or organization level. That is, the data of all employees in a specific organization (and its suborganizations) or under a specific supervisor is aggregated to one value in the organization or supervisor level. When a user moves between organizations, their data for the complete period, depending on the period view, is aggregated into the data for the organization they are part of at the end of the period. In monthly view, it is the complete data for that month that gets attributed to the organization. In weekly view, it is the complete data for that week, that gets attributed to the organization.
Actual Value	The actual calculated value for the KPI or EDM based on its formula.
Actual to Goal	A bar displaying the actual calculated value as it progresses toward the goal. The total bar length is the range between the lowest value and the highest value as configured per the KPI. The \| in the bar represents the goal.
Trend arrow	The trend arrow indicates the direction of the progress toward the goal of the KPI or EDM. The color of the arrow indicates the desirability of the trend. White Arrow (Up or Down): A desirable trend that indicates performance is improving. Black Arrow (Up or Down): An undesirable trend that indicates performance is declining. The direction of the arrow indicates the trend of the data. Up Arrow (White or Black): Indicates that the trend of the scores is increasing in value over the last four measurement periods. Down Arrow (White or Black): Indicates that the trend of the scores is decreasing in value over the last four measurement periods. Depending on the KPI, increasing or decreasing scores may be good or bad. For example, Percent of Time In Adherence is a KPI where larger numbers (that is, an increasing trend) are good, while AHT (Average Handling Time) is a KPI where smaller numbers (that is, a decreasing trend) are good.
Value Trend	A graphical representation of the direction of progress toward the goal.
Goal	The desired value for the KPI. The goal only displays if you have privileges to view it.