Work with KPIs

Key Performance Indicators (KPIs) are metrics used to report on performance of individuals or groups of individuals in your organization.

KPIs are scored to provide employees feedback on progress in meeting the strategic objectives of their organization. Each KPI has a formula that is used to calculate the actual result of the KPI. The formula defines which source measures are the building stones of the KPI and which mathematical operations should be applied to them.

Source measures are extracted from external source system types such as automatic call distributors (ACDs), and Workforce Management systems (WFMS). For details on Source Measures, see Scorecards configuration.

To access the KPIs page, go to Performance Management. Under Administration, select KPIs.

Screen capture

The KPIs page displays a series of columns with the following information.

Column	Description
Name	The name of the KPI.
Description	Describes the KPI.
Owner Organization	The organization to which the KPI belongs. A KPI can be defined in a higher-level organization and set to apply to sub organizations. The owner organization is the organization in which the KPI was created.
KPI Type	Person or Organization. A Person KPI applies to employees. An Organization KPI applies to organizations.
Calculate rollup KPIs	Yes/No. Specifies if the KPI rolls up to organization level or to both organization and supervisor level.
Apply to Sub-Orgs	Yes/No. Specifies if this KPI applies only to the organization selected in the left pane or to its sub organizations as well.

From this page, you can export, import, copy, create, edit, delete, and purge KPIs. You can select multiple KPIs.

Make changes to KPIs with caution. Changes to some fields might have a serious impact on the performance of Scorecard. Contact our technical support for assistance. You can view and edit only KPIs that belong to your organization.