The Period and Limits section of the KPI Details page consists of check boxes for activating periodicities and numeric fields for setting their limits.

Under Active, select the check box for each periodicity you want to use (Intraday, Daily, Weekly, Monthly, Quarterly, Annually) for the KPI.

You can set upper and lower limits for each periodicity of the KPI:

• Values can contain up to seven digits before the decimal point and three digits after decimal points (X,XXX,XXX.XXX). Numbers with more than three digits after the decimal point are automatically rounded to three digits after the decimal point.

• Values must be between -9,999,999.999 and 9,999,999.999.

Many KPIs have different limits based on whether you are looking at a weekly or daily score. You could consider these values the control limits for results. Out of control data always results in a “bad” score.

You can only change Upper and Lower limits, not the Periodicities.

The Formula area of the KPI Details page contains two sections: the Formula box and the Modify area that contains the Formula button.

Formula box: For an existing KPI, the Formula box is a read-only field that shows the current formula used to create this KPI. For a new (custom) KPI, the Formula box is blank until a formula is created.

Definition: Each KPI has a formula that is used to calculate the KPI’s actual result. A KPI formula is a valid arithmetic expression and can consist of:

• Formulas from other KPIs

• Source measures (data from source systems such as automatic call distributors (ACDs) and Workforce Management systems (WFMS))

• Mathematical functions (such as absolute value and square root)

• Operators (such as add, subtract, and multiple), and

• Numerals, parentheses, and decimals

• A maximum of 4000 characters.

Formula Options: You can choose to create one of the following:

• KPI Formula: This is a single formula used to calculate the KPI’s actual value. The formula is created on a single window.

  Example: Given two existing KPIs, Total Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. and Cost Per Case, you can create a new KPI called Total Cost by multiplying the two.

  The formula box would show:
  Total Cases*Cost Per Case

• KPI Formula IF Statement: This statement uses conditional logic to determine which of two formulas is used to calculate the KPI’s value. A wizard guides you through four windows to complete the three clauses in an IF statement: IF, THEN, and ELSE. The process can be repeated to add nested IF statements to an IF statement.

  The syntax of the IF statement is:

  IF <formula><IF Operator><formula> THEN <formula1> ELSE <formula2>
  <formula1> is used when the result of the IF clause is True. <formula2> is used when the result of the IF clause is False.
  Example:
  IF (Actual Calls <> After Work Time) THEN (Hold Time + Idle Time) ELSE (Aux In Time + Aux Out Time)

Modify button: This is the starting point for editing or creating either a KPI Formula or a KPI Formula IF Statement.

Building Blocks (Options) for Creating or Editing a Formula:

The Create KPI Formula window and KPI Formula IF Statement windows have the following options for creating a formula. These options are listed in the order that they appear on the windows from top to bottom.

• KPI options:

  • KPI Organization Filter: This list displays the organization your role has the privileges to access/view. To limit the KPIs available in the KPI list to only those assigned to a specific organization, select an organization.

  • KPI: Use this list to select a KPI to use its formula in your formula.

• Source Measure: Use this list to add a source measure to the formula.

  To add source measures to this list:

  Click Add Source Measures. The window expands to show the Add Source Measure dialog box.

  In the Source list, select a source system. The Available Source Measure box is populated with the source measures. When mapping data sources to a source system, if the data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. is organization scoped, you can use the mapped source system in a KPI formula only if you have scope to the organizations of the data source.

  If you expect to see the Quality Monitoring source system but do not, make sure that you have the View Quality Management Source Type privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. assigned to one of your roles. If you do not see other source systems, make sure that you have the View All Other Source Type privilege assigned to one of your roles. Refer to the Workforce Optimization User Management Module that an administrator uses to create a profile for each employee in their organization. Guide for details on working with Roles and Privileges.

  To move a source measure from one box to the other (for example, from the Available Source Measure box to the Selected Source Measure box), select one or more source measures and click the << or >> keys. You can see only source measures for which you have organization scope.

  Intraday Periodicity: When the Intraday Periodicity is chosen, only Intraday compatible source measures in your organization scope are shown.

• Mathematical Functions: Use this list to select a mathematical function for the formula. The function is added to the formula followed by an opening parenthesis. After supplying the function argument, you should add a closing parenthesis.

  An NullAsZero() function is also included to allow users to convert null Source Measures to 0 in KPI Formulas as needed. This enables the user to handle nulls per Source Measure and KPI rather than relying on the global 'treat null as zero' capability.

• IF Operator: (Only available on the KPI Formula IF Statement window when you are creating or editing the IF clause. This list is not available when you are creating or editing the ELSE and THEN clauses.)

• Keys: The next section of the window is a graphical representation of the keys on a keyboard or calculator. There are numbers, operators, parentheses, and forward and back arrows. Click the keys to build and edit your formula.

Procedure 

1. To configure an Extensible Dimensions calculate and display option, scroll down to the Extensible Dimension area of the KPI Details page.

2. In the Calculate/Display list, select an option:

   • Calculate and display

     KPI values for the extensible dimensions are calculated and displayed on Scorecards. An Extensible Dimension Type must be associated with this KPI.

   • Calculate and hide

     KPI values for extensible dimensions are calculated but not displayed on Scorecards. An Extensible Dimension Type must be associated with this KPI.

   • Disable calculate (Default)

     KPI values for extensible dimensions will not be calculated. When this option is used, the Extensible Dimension Type list is not available.

3. In the Extensible Dimension Type list, select an Extensible Dimension Type to associate with this KPI. (None is the default.)

You can exclude specific job titles from KPI aggregation. For example, you may want to exclude employees that perform specialized tasks, employees in training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions., or managers. This option still applies when the KPI rollup is configured for both the organization and supervisor level, or just the organization level.

Procedure 

1. To configure which job titles are excluded from aggregation, scroll down to the Job Title excluded from Aggregation area of the KPI Details page.

   

2. Select the Excluded check box to the right of each job title you want to exclude from aggregation.

Procedure 

1. To configure how Actual and Goal values appear on the screen, scroll down to the Display Format area of the KPI Details page.

   

2. In the Format box, select how the Actual and Goal values are displayed on the Scorecard. Supported formats are: Number, Currency, Time, and %.

   If you select the Time format, the units of the formula must be in seconds.

3. In the Precision box, type the number of decimal positions to display on the Scorecard (0 - 9).

Procedure 

1. To configure when a KPI appears on the Scorecard, scroll down to the Effectivity area. The earliest and the latest date that actual KPI data is available is displayed on the right of the date boxes. You can set dates in the past (relative to the data availability), present, or future. If you set a past date, it will take longer for the calculation engine to run. Depending on how far back in the past the date range was set, it might take a few days for some KPI data to fully update and align with this change.

   

2. In the Start Date Limit box, type or select the first date that you want the KPI to appear on the Scorecard.

   If you set this date in the future, KPI values before this date will be deleted.

3. In the End Date Limit box, type or select the last date that you want the KPI to appear on the Scorecard.

   If you set this date in the past, KPI values after this date will be deleted.

   If you want today to be the last date the KPI appears on the Scorecard, click Terminate. The current date is placed in the End Date Limit box.

   When the KPI Details page is saved, the results vary depending on the type of change made:

   • When KPI data exists for dates prior to the Start Date Limit or exists for dates after the End Date Limit, it is deleted. KPIs that have an effective date change will have a change icon next to the Actual Value. The data is recalculated the next time the calculation engine runs. Depending on how far back in the past the date range was set, it might take a few days for some KPI data to fully update and align with this change (for example, one calc engine run might not be enough to recalculate a years worth of data, which is why it takes a few days for the calc engine to catch up with long date ranges). After the data is aligned with the change, the change icon is removed.

   • When the Start Date Limit is set to a date in the future, the KPI is omitted from the Scorecard until the date occurs.

With the appropriate licensing, system integration, and data source integration, Scorecards users can Drill Through to other systems.

Use this section to configure Drill Through to:

• Quality Monitoring for KPI Drill to Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. to view and listen to recorded interactions at the KPI level.

• Adherence

Procedure 

1. In KPI Drill to Interactions, make a selection. Your choices vary based on the KPI source measures used in the formula.

   • None. This choice is always available. If chosen, no other action is necessary.

   • Standard. This choice is available only when the KPI uses a minimum of one of the following source measures in the formula.

   Source Measure Group	Source Measures
   ACD	AfterCallWorkTime Hold Time Talk time
   QM	All (including dynamically created source measures) with the following exceptions: Count by Employee Count by Evaluator Evaluation count by evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. date Evaluations completed by evaluator Evaluation count by interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. date

   If chosen, no other action is necessary.

   • Custom. This choice is always available. Select this choice when you want to configure the KPI Drill to Interactions feature to work with an external system. Continue to step 2.

2. In Custom URL, select a URL for the external system.

   The values in the Custom URL list come from the General page. (Go to System Management and select General, and scroll to the Scorecards section.) For more information, see the Workforce Optimization System Administration Guide.
   
   The All KPI Interactions check box is populated by the system when the KPI source measures do not support drilling to the best interactions and worst interactions (for example, when the KPI uses Speech source measures or when the KPI Drill to Interactions type is Custom.

Procedure 

1. To configure Drill to Adherence, select (enable) or clear (disable) the Adherence check box.

To specify which roles have permissions to view the KPI, scroll to the Role Scope area of the KPI Details page. From this page, you can do the following:

• To specify that all roles listed can view the KPI, select the Selected check box.

• To specify that only specific roles can view the KPI, select the check box beside the appropriate roles.

• To unselect all selected roles, select the Selected check box again.

Peer statistics are a comparison of KPI actual values for employees in a peer group. This is the Leader board. To modify these items, go to the Peer Benchmarking area of the KPI Details page. The following table describes each item you can modify.

KPI configuration has flexible scoring thresholds, which enable you to enter an upper and lower variance number and select a percentage-based variance or a value-based variance type.

You can enter an upper and lower variance number and select a percentage-based variance or a value-based variance type. The variance value is relative to the goal.

The KPI definition page has three fields for this:

• Variance Type [percentage | value]

• Upper Variance [n]

• Lower Variance [n]

For Adherence, the goal is excellence, so any percentage over 92 is excellent. Percentages from 85 to 92 are considered average. Anything below 60 or above 100 is an error.

The admin would configure:

• Variance Type [value]

• Upper Variance [0]

• Lower Variance [7]

If goals varied across organizations, you could use a percentage variance, but still set the upper variance to 0 to achieve the same result.

In many contact The entire communication experience for a customer, from beginning to end. centers, achieving the goal is considered excellent, so the ability to set the upper variance to 0 is useful.

When you create or edit a formula, you have the following options:

• To discard the current formula and start over, click Clear.

• To erase the last value that you entered, click Backspace.

• To move forward or backward in the formula to make a change, click the arrow keys.

• To discard the data and return to the KPI Details page, click Cancel.

Procedure 

1. To create or edit a formula, in the Modify row, click Formula.

   The Create Formula window is displayed.

   

   At the top of this dialog box is the Formula box. If you are creating a formula, the Formula box is blank. If you are editing a formula, the Formula box shows the current saved formula.

2. Use the formula building blocks to create or edit your formula. As you create or edit the formula, it is shown in the Formula box. The maximum formula character size is 4000 characters. A character count is provided to help you monitor the size of your formula as you create it.

3. Click Save.

   The result varies depending on whether the formula is valid.

   When the formula is...	Then the...
   Valid	New or updated formula is saved Create Formula window is closed, and KPI Details page is redisplayed with the formula displayed in the Formula box.
   Not valid	Updated formula is not saved. Continue to the next step.

4. Review and correct the formula. Repeat the previous step (step #3).

   You cannot modify a KPI formula after the data for that KPI has been calculated.

   However, to change the formula, you can delete the KPI data, if it is less than 30 days old (default) and then define a new formula for the KPI. Or, if the KPI has data that is older than the default, you can create a new KPI based on the old one. First, copy the old KPI, modify it with the new formula, and then delete the old KPI.

   KPIs that use Extensible Dimension Members (EDMs) do not support formulas with KPIs inside the KPI formula. See: Manage Extensible Dimension Members.

An IF statement consists of three clauses: IF, THEN, and ELSE. A wizard guides you through the process of creating an IF statement. The following table shows the four steps.

During this process, use the following options:

• To advance to the next step, click Next.

• To return to the previous step, click Prev.

• To discard the formula in the active window and start over, click Clear.

• To erase the last value that you entered, click Backspace.

• To move tab forward or backward in the formula to make a change, click the arrow keys.

• To cancel the KPI Formula IF statement process and return to the Create Formula window, click Cancel.

• To complete the IF statement, when all 4 steps have been defined, click Set.

Procedure 

1. To create an IF statement, in the Modify row, click Formula.

   The Create Formula window is displayed.

2. Click IF.

   The first window of the KPI Formula IF Statement wizard is displayed (Level 1 Step 1). At the top of each window, there are two informational elements that provide progress information throughout the IF statement process.

   • The first item is a heading that indicates the IF statement level and step.
     Example: KPI Formula If Statement: Level 1 Step 1
     If this is a simple IF statement (that is, not a nested IF), the Level is 1. If this is a nested If statement, the Level will increment by one for each nested IF. The step number increments or decrements by one based on whether you move forward or backward in the wizard.

   • The second item is a light, blue box that shows the progress of the actual IF statement as it is being created.

   The Formula box works differently in the wizard than on the Create Formula window. In the wizard, the current step that is being created is displayed.

3. In Level 1, Step 1, do the following:

   • Create the left formula in the IF clause using the formula building blocks.

   • Select the IF operator, to create a nested IF statement for Step 1.

4. Click Next.

   The Level 1 Step 2 window is displayed.

5. Create the right formula (after the operator) in the IF clause using the formula building blocks. Click Next.

   The Level 1 Step 3 window is displayed.

6. Create the formula in the THEN clause using the formula building blocks. This formula is used when the condition in the IF clause is True. Click Next.

   The Level 1 Step 4 window is displayed.

7. Create the formula in the ELSE clause using the formula building blocks. This formula is used when the condition in the IF clause is False.

8. When finished with step 4 of the IF statement, click Set.

   The complete formula is displayed in the Formula box.

9. If this formula is correct, click Save.

   The result varies depending on whether the IF statement is valid.

   When the IF statement is...	Then the...
   Valid	New IF Statement is saved IF Statement window is closed, and KPI Details page is redisplayed with the IF Statement displayed in the Formula box.
   Not valid	IF Statement is not saved. Continue to the next step.

10. Review and correct the IF statement. Repeat the previous step.

    To select an IF statement for editing, click it.

For any step in an IF statement, you can create a nested IF statement. Each time you nest an IF statement another level is created. The process of creating a nested IF statement is the same, you just need to be more aware of what level you are on and what you have defined.

KPI Formula If Statement: Level x Step y

This text indicates where you are in your IF statement definition. Every time you create a nested IF statement for one of the IF statement clauses, the Level increases. This number changes as you move between levels helping you keep track. The Step indicates what clause of the current IF statement you are defining.

The contents of the panels, IF statement at this point and Formula change depending on where you are in the formula definition.

IF statement at this point

This panel shows the IF statement at the current level, including any nested levels, as indicated by KPI Formula If Statement: Level x Step y. So if you are at level 2 you see any nested IFs included in the current IF statement from lower levels and not the parent IF. You do not see the complete IF statement until you are back up at level 1.

Also indicated in this panel, is the step you are on, which is shown as an underline. Click between Prev and Next to move between steps. Whatever is defined for each step is shown in the Formula panel. On completion of the formula for a nested IF, select Set to return to the parent level.

Formula

While defining an IF statement, this panel always shows the formula for the step underlined in the IF statement at this point panel, including any nested IFs defined for the step.