Many metrics can play a role in how overall performance is measured. The Balanced Scorecards feature can compute the overall performance score. Weighted scores are useful for communicating performance to stakeholders across your organization because they are all-inclusive, easy to understand, and do not require users
Individuals who have access to and can perform tasks in NICE Uptivity. They also appear in searches and in reporting. Users may include agents, supervisors, system administrators, and others. to perform (or even understand) the math behind them.
With scorecards, you define how metrics are weighted in comparison to each other, and scores are calculated based on these weights. There are two kinds of scores calculated on a scorecard:
- Weighted Score — Calculated for each metricCalculates a measure for the various intervals of time and various roll-up combinations. The formula to create a metric is: a measure plus the keys for “what” and “when.” on the scorecard. You determine the weight for each metric. The total weight for all metrics on the scorecard must equal 100%. The calculation method for these scores is explained later in this section. A weighted score metric for each individual metric is generated by the scorecard during calculations, and is named “Weighted Score for <measure name> on <scorecard name>.”
- Overall Score — Total of all weighted scores in the scorecard. A weighted overall score metric is generated by the scorecard during calculations, and is named “Weighted Score for Scorecard <scorecard name>.”
You can use these scorecard-generated metrics anywhere in the system where metrics are viewed. You can also set goals and enable trending for these generated metrics so you can track different aspects of performance using color indications (for goal adherence) and arrows (for trend) through dashboards and scorecards. These metrics are useful for communicating overall agent, group, and company performance to stakeholders across your organization because they are all-inclusive, easy to understand, and do not require users to perform (or even understand) the math used to generate the balanced score.
Scorecards can be used to:
- Draw conclusions about overall performance from a mix of different measures.
- Measure performance numerically with a calculated score.
- Calculate scores across a range of metrics for agents, groups, or the company.
- Broadcast and share calculated scores through a published dashboard.
Creating a scorecard requires a workflow that includes planning steps as well as tasks within Performance Management. This workflow typically goes as follows:
- Determine the basics: Level and TimePeriod.
- Determine the metrics to use as KPIsAn acronym for Key Performance Indicator - a measurable value that demonstrates how effectively a company is achieving key business objectives..
- Configure the metrics through Performance Management.
- Configure the scorecard.
Best Practices
- Before creating a scorecard, it is important to understand how weighted scores are calculated and how scorecard creation generates new metrics. Then you can take advantage of these new metrics effectively by using them anywhere that metrics are used in the system, including metric widgets on the dashboard and in metric views.
- When naming a scorecard, consider that a weighted score metric automatically include the name of the scorecard that generated it. For this reason, best practice is to use brief, unique names for scorecards. For example, if you name a scorecard “CS Manager Quarterly”, then the weighted overall score metric generated by that scorecard will be: “Weighted Score for CS Manager Quarterly”.
- Setting goals and enabling trend on all KPIs where it will be useful to you. Using these features lets you track different aspects of KPI performance through dashboards, tickers, metric views, and scorecards. Goals and trending can be configured for the metrics displayed on the scorecard, generated by the scorecard, or both.
- Determine the best way to present your published scorecards. Choosing the right display method will enhance the usefulness of the scorecard.
