Balanced Scorecard Elements
Overview
You can use the Balanced Scorecards feature to compute the overall performance score. With scorecards, you define how metrics are weighted in comparison to each other, and scores are calculated based on these weights.
For more information, see Balanced Scorecards Overview.
The numbers on the following image point out specific features of a balanced scorecard. The list below describes each feature.
- Scorecard Type (Agent, Group, Company), Name and Calculated Period (set at scorecard creation).
- Objective — If KPIs on the scorecard were assigned to organizational Objectives (set at scorecard creation time), the KPIs are listed by Objective. When Objectives are used, a weighted percentage score is calculated for KPIs per Objective.
- Metric Name — KPIs on the scorecard
- Weighting — All metrics in a scorecard are weighted at scorecard creation. The weighting percentage is shown in parentheses and used to calculate the score.
- Metric Trend — If trending is enabled for the metric, up/down arrows indicate the actual performance against either the Same Period Last Year or Last Period. Trend may be presented for both raw values and calculated scores.
- Metric Value — Actual value recorded for the KPI. Depending on the metric, the number may be absolute or a percentage.
- Weighted Score — Weighted percentage score calculated for an individual metric. This value is used to calculate the Overall Score.
- Overall Score — Total balanced score for the scorecard and Calculated Period.