Enabling Trend for a Metric
Overview
NICE Uptivity Performance Management allows you to enable trending for metrics, so you can see how performance compares to a previous period. You can configure any metric to support a trend indicator, including scorecard-generated metrics.
For more information, see Metric Trending Overview.
To enable trend for a metric:
- Select Intelligence (Undefined variable: uWFO.BIDesigner).
- Click the Measure Designer icon (designated by three parallel lines) in the left panel.
- Locate the measure associated with the metric you want to trend and click the blue Metrics icon.
- For the metric you want to trend, click the Edit icon.
- Select the Display Trend checkbox.
- For Trend Type, select one of the following from the drop-down list: Previous Period or Same Period Last Year.
- For Variance Type, select one of the following from the drop-down list: Absolute or Percentage.
- For Trend Variance, enter a value representing the variation that is considered acceptable before the trend is impacted. The number you enter is treated differently depending on the selected Variance Type. For example, a value of 10 may be 10 calls (absolute) or 10% (percentage).
- Click Save.
For some measures, such as average hold time, a downward trend may be considered good. For others, such as upsell dollars, the opposite is true. Whether up or down is “better” is determined by the Bias field in the measure (see Data Attributes for more information).