Score icons and values

Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. uses icons to communicate a general score for each currently displayed KPI (based on actual value or peer value). These icons provide a visual indicator of whether these KPIs meet or do not meet specified variance levels and goals. Each icon has a descriptive value associated with it.

To access the Scores page, point to Performance Management. Under Administration, click Scores.

Description of default Scorecard icons and their values

The following chart lists the Score icons, describes what they look like and provides the descriptive score values (such as Excellent or Average)

Score Icons		Description	Score Value
Actual Value	Peer Value	Description	Score Value
		Green check	Excellent: Score exceeded the goal by the variance level or more.
Note: How your system categorizes a Good Score Value and an Average Score value can vary based on the KPI setup. See the following for a description of the two options.
Option 1 (Default): Meeting the goal is categorized as Good.
		Light green tilde	Good: Score met the goal at the planned goal or within the variance level toward the direction of the variance.
		Yellow exclamation point	Average: Score is within the variance level, but away from the direction of the variance.
Option 2: Meeting the goal is categorized as Average.
		Light green tilde	Good: Score is greater than goal and within the variance level toward the direction of the variance
		Yellow exclamation point	Average: Score met the goal or is within the variance level but away from the direction of the variance.
		Brown exclamation points	Poor: Score missed the goal by more than the allowed variance level.
		Red X	Out of Range: Score is outside the value range.
		Gray question mark	KPI was calculated, but has no score. Possible reasons include: Source measure is missing Source Measure is null Divide by zero has occurred

When the Score icon is the gray question mark, you can use the Actual Value Drilldown feature to find out which source measure is causing the KPI to be calculated with no Actual value. For more information, see the Scorecards User Guide.

Accessing the Scores page

Procedure

Point to Performance Management. Under Administration, click Scores.

The Scores page is displayed.