Manage Assessments in KPI View
Use the Assessments 
control in KPI View to view an existing KPI assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). that was created by someone else to see the KPI status. With the appropriate role privileges, you can create or edit an assessment to communicate the KPI status to your employees or manager. When the KPI has one or more associated assessments, a number (1+) is displayed on the Assessments icon.
Assessments can be viewed by a variety of roles, including agents, supervisors, managers, and administrators. However, only supervisors, managers or administrators with create and view privileges can create, edit, or delete an assessment.
For example, a manager may use the Assessments feature to give a rationale for the poor adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. score received by an employee. To do so, the manager can create an assessment that explains why an employee received the poor score (such as, “Consider score as Good because Dale was away on a special project”).
When you click the Assessments control, the Assessments pop-up window appears.
|
Field |
Description |
|---|---|
|
From |
Name of the person who created the assessment. |
|
Rating |
Name of the assessment (Ahead of Target, On Target, Monitoring, Problem, Serious Problem). |
|
Rationale |
Information written by the creator of the assessment. |
|
Received |
Date when the assessment was created. |