KPI score rules

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. can be configured to import KPI scores on the basis of the following periodicity:

• Intraday (Requires Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. plus 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).

• Daily

• Weekly

• Monthly

• Quarterly

• Annually

Competencies are mapped to KPI scores in the eLearning module, similar to lessons and forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective..

Since eLearning only handles percentage scores, KPI scores are converted into percentages.

The eLearning system uses the SCOREID as the score of the KPI, so that 1,2,3,4,and 5 is translated to 100.00, 80.00, 60.00, 40.00, and 20.00 respectively. No score remains no score and out of bounds can be translated to no score as well.

The KPI scores that are brought into the eLearning system depend on the periodicity rule that was chosen when setting up the competency mapping.

As Scorecards and eLearning are both native to the suite, KPI scores are immediately available for calculation of the overall acquired competency, within the period selected during competency mapping.