Drill to Worst/Best KPI interactions for QM KPIs

When drilling to the best or worst interactions for a KPI containing source measures mapped to QM forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective., the system presents the evaluations that scored the highest or lowest on that KPI. If all the QM source measures of the KPI are mapped to the same form component such as category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., section, or question, the system shows the evaluations that scored lowest (worst) or highest (best) for that form component. In cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where the QM source measures of the KPI are not mapped to the same form component, the system shows the evaluations that overall scored lowest or highest.

When drilling to best/worst KPI interactions for the Total Average Quality Score, the Form Score column in the result set contains the total form score for the agent for each evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer..

When drilling to best/worst KPI interactions for a custom QM KPI, the Component Score column in the result set contains the score of that component for the agent in each evaluation. A custom QM KPI is a KPI that includes source measures mapped to a form question or other component.

Viewing Results of best/worst interactions or evaluations

When you drill into the best/worst interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or evaluations, you are presented with a list of up to the 20 best, or worst, interactions or evaluations for that KPI. The default value for the number of interactions or evaluations to display is 20. The list presented is for the agent and time selected in the KPI view. If there are fewer than 20 interactions or evaluations available, the system shows all the interactions or evaluations available for that agent or timeframe and the best and worst lists are the same.

If there are more than 20 interactions or evaluations, only the top 20 are shown. For example, if there are 18 interactions or evaluations with the value of 1.0, and 7 with a value of 0.0, then the 18 with value of 1.0 and only 2 of the 7 with the value of 0.0 are shown, if drill to best interactions is selected and the best interactions are those with the highest value.

You can then sort the list by any column. For example, if you drill to the best/worst evaluations for a custom QM KPI, you can sort the list based on the component score column.