In Performance Management, you can set goals and measure trends. Goals allow you to measure actual performance against performance targets. Trends allow you to compare performance during one period to performance during a previous period.
Metric Goals
Goals allow you to set targets for metrics and then compare how actual performance lined up to the target. You can gain richer information from the metrics
Calculates 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.” used in tickersDisplays at the top of the agent's screen and provides them with updates on how they are performing for their various KPIs., dashboards, and scorecards by setting goals at different levels. To create goals, you need to have the Goals Designer permissionA type of setting that allows or restricts users’ access to information and functionality. Permissions are added to roles, then roles are assigned to users..
There are 2 types of goals:
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Basic Goals—Basic goals allow you to set an overall target for a measure
A simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc.. They are set globally and will affect the measure no matter what metric uses the measure. Basic goals don't have a specific date range.
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Advanced Goals—Advanced goals allow you to set goals for metrics. They are usually set for defined periods of time, but can be left open-ended.
You can set a basic goal for a measure and an advanced goal for one of its metrics. If the goals conflict, the advanced goal on a metric takes precedence over the basic goal on a measure.
Goals over Time
Your organization's goals may change over time. You might want to set different target values for different times during the year. For example, you may want to set targets higher for periods of historically heavy volume, different seasons, or known busy times.
Instead of creating new goals each time, you can edit a metric's current advanced goal. If the existing goal has not reached the end date (or has no end date), the system automatically closes the period and creates a new version of the goal that reflects the changed values.
You can view the history of changes to a basic and advanced goal. This allows you to see what the previous target values were for the goal.
Metric Trends
In Performance Management, trending allows you to see how performance during one period compares to a previous period. You can enable any 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.” to show trends, including scorecard-generated metrics.
When you enable a metric to show trends, an arrow appears on any widget, scorecard, or metric view that references that metric. The arrow represents the trend of the enabled metric. It will point up or down to indicate the trend of the metric's data in comparison with the data you have configured to trend against in the BI Designer.
When enabling trending, you can configure a:
- Trend against the previous period.
- Trend against the same period for the previous year.
A metric that's enabled for trends can display in various places where the metric is used. The trend information appears differently depending on the location in Performance Management:
- 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.
