Metric Trending

NICE Uptivity Performance Management allows you to enable trending for metricsCalculates 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.”, 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.

Trend is presented as an arrow in any widgets, scorecards, and metric views that reference the metric. The up or down direction of the arrow indicates the trend of this data in comparison with the data you have configured to trend against in the BI Designer. You have these options for trending:

• Trend against the previous period
• Trend against the same period for the previous year

When trend is enabled for a metric, it can be configured for display in various places where the metric is used:

• Single-point metric widgets offer the Show Trend option when Goals are defined for the metric.
• Single-value widgets can be configured to display a trend line.
• When you use the metric in scorecards, a trend indicator is displayed using green and red icons.
  
• In Instant Analyzer charts, the application dynamically derives a trend line from the data.
  

Enabling Trend for a Metric

1. Select Performance Management → BI Designer.
2. Click the Measure Designer icon (designated by three parallel lines) in the left panel.
3. Locate the measureA simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc. associated with the metric you want to trend and click the blue Metrics icon.
4. For the metric you want to trend, click the Edit icon.
5. Select the Display Trend checkbox.
6. For Trend Type, select one of the following from the drop-down list: Previous Period or Same Period Last Year.
7. For Variance Type, select one of the following from the drop-down list: Absolute or Percentage.
8. 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).

   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.

9. Click Update Metric to save your changes, then click Publish Metric to push the changes to the published Metric.