Scorecards overview

A scorecard is a set of Key Performance Indicators (KPIs) based on input from several sources, which can be used to measure progress toward goals set by your company. Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. are generated for organizations or individuals, and are based on their role, whether employee, manager, or administrator.

The Scorecards application collects metric data from multiple sources and stores the data as ‘Source Measures.’ Source Measures are used to create ‘Key Performance Indicators’ (KPIs). KPIs are displayed on individuals and organizations, or grouped under Objectives that communicate why the KPIs are important. KPIs provide a measure of the progress individuals and organizations are making toward meeting the Objectives that the scorecard is set to measure.

Scorecards display KPIs specific to the organization and can be viewed when specific permissions are applied. An employee can have different KPIs and Objectives from a Manager and a Manager in one business unit can have different KPIs from a Manager in another business unit.

Scorecards along with the 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. applications make up the Performance Management solution.

The Scorecards application supports WCAG compliance.