Manage source measures
The data used to calculate Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.’ Key Performance Indicators (KPIs) are called Source Measures. This data is drawn from various contact The entire communication experience for a customer, from beginning to end. center management systems, which are called Source Systems.
From the Framework portal Home page or main UI access point for all WFO applications., point to Integration Management. Under Scorecards Sources, click Source Measures to open the Source Measure page and view, add or edit source measure data belonging to your organization. This page is also where you can map and assign source measures.
Source systems and source measure data
Source measures for F&S, Adherence, or QM