Manage Performance Plans

Managers use the Manage Performance Plans page under Performance Management to manage performance plans for employees. Managers with the Configure Performance Plan 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. can create Performance Plans to set goals for employees to achieve improvements in particular KPIs over time. Supervisors with the View Performance Plan privilege can view the list and details of already created plans in read-only mode.

For tracking, a manager also can create an alert for the Performance Plan. The alert is triggered when either one or more KPI milestones is met, or one or more KPI milestones is not met. Possible actions from an alert include sending an email or scheduling an 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. assignment or a coaching session. See the Enterprise Suite Framework Administration Guide for details.

The Performance Plans list page displays employees and the start and end dates of their plans. Use the date filters to narrow the date range of the view. The default date range is two months.

Performance Plans are organization scoped. A manager must have organization scope to view an employee in order to create or view a Performance Plan for that employee.

If a KPI is part of a Performance Plan, an icon appears in the row beside it when you view Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. information on the Explore Employees page under the Performance Management tab. Click the icon to view Performance Plan details.