KPI Trend Chart

The KPI Trend Chart KPI trend chart in KPI View displays KPI performance data for a single employee or organization and a single KPI as a colored line graph indicating the scoring trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. over the defined time period.

Managers access the KPI View workspace from Explore Performance. Employees access the KPI View workspace from My Performance.

The chart includes interactive elements for date controls, graph lines, and views.

KPI trend chart screen capture

Element

Description

Date Controls

See Performance Trend date controls.

Graph Lines and Bars

Point to the graph lines and bars to view specific data for the KPI based on the defined time period. The displayed lines, bars, and data vary depending on your selections in the Show drop-down list.

Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. and 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. Events

See On Chart Coaching events and On Chart eLearning events.

Actual Value

See KPI Trend Chart - Actual Value.

Peer Value

See KPI Trend Chart - Peer Value.

Show

  • Goal: When selected, a blue horizontal line displays in the graph. This line represents the goal for the selected KPI. The goal is the desired value for the KPI.

  • Score: When selected, colored bars display in the graph. The Score is calculated based on gap between the Actual value and the Goal value. The color of the bar represents the score:

    • Dark Green = Excellent

    • Light Green = Good

    • Light Orange = Average

    • Dark Orange = Poor

    • Red = Out of Range

  • Trend: When selected, a purple dotted line displays in the graph. This line represents the trend for the selected KPI. The trend is a graphical representation of the direction of progress toward the goal.

  • Events: If you have the 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. to View Events on Graph, and the appropriate privilege for Coaching (view Manage Coaching) and eLearning (Review Lesson), this option appears. When selected, Coaching and eLearning icons display on the KPI Trend Chart for dates with coaching and eLearning events. See KPI Trend Chart - Actual Value and On Chart eLearning events.

When exporting or printing KPI Trend Chart, the export or print includes the items and events selected to show. The export or print does not include event details.

For a periodicity higher than daily, events may occur between the dates of the periodicity. In this case, the events display in between the periodicity points in the KPI Trend Chart.

Coaching and eLearning Events

If you have the privilege to View Events on Graph, Coaching and eLearning icons appear on the KPI Trend Chart. The eLearning icon appears on the date that the lesson was completed. For Coaching, the icon appears at the scheduled date, but only once the coaching event has been completed.

Point to the Coaching event icon to see the following:

  • Scheduled Date: The date the coaching event is scheduled. If a coaching event is scheduled for Workforce Management, the Workforce Management scheduled date is displayed.

  • Completion Date: The end date of the coaching event.

  • Topic: The topic of the coaching event.

  • Status: The status of the coaching event (Coached, Await Trainee Feedback, Await Coach Follow-up, Completed).

Point to the eLearning event icon to see the following:

  • Completion Date: The end date of the lesson attempt.

  • Lesson: The name of the lesson.

  • Status: The status of the lesson attempt (Done, Passed, Failed).

Click a Coaching or eLearning event icon to drill down to the actual event.

Bottom Zoom Chart

Displays the KPI line (not an average of the goal line and KPI line).