Import a KPI

KPIs flow down the organizational hierarchy Hierarchy set up by administrators (via the EM) that is structured according to the managerial and employee hierarchy in the company.. You can import and edit a KPI at the highest level organization, and it is available at the lower-level organizations. You must import a KPI to your organization to use it. You can import only the KPIs that you have organization scope to view.

If you are also licensed to use Quality Monitoring or Automated Quality Management (AQM), you can also import KPIs related these systems.

Procedure

Point to Performance Management. Under Administration, click KPIs.

The KPIs page is displayed.
In the left pane, select the organization.
Click Import KPI.

The KPIs to import screen opens in the right pane. If you expect to see Quality Monitoring related KPIs but do not, make sure that you have the View Quality Management Source Type 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. assigned to one of your roles. If you do not see other KPIs, make sure that you have the View All Other Source Type privilege assigned to one of your roles. Refer to the Workforce Optimization User Management Module that an administrator uses to create a profile for each employee in their organization. Guide for details on working with Roles and Privileges.

In the KPIs to import screen, the Category column lists KPIs by groups such as Employee Performance and Activity & Adherence. These categories enable KPIs to be imported by groups and are predefined for pre-packaged KPIs. New KPIs would automatically fall into the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. User Defined.
In the right pane, select the KPIs that you want to import.
Click Load.

Only import those KPIs that are relevant to your configuration. For example, if you are not using Adherence functions, do not import adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities.-related KPIs; if you calculate average handling time (AHT) with hold time, import the KPI AHT (including Hold Time), but not AHT.
If you want to import the same KPI more than once, it must have a unique name. An example would be to import Organization Average Handle Time twice, naming it Eastern Division AHT, and then Western Division AHT.