Descriptions of competency settings

• Calculation source

  A calculation source is a key factor in determining how a competency calculation is made. Each competency calculation is based on lesson scores and KPI scores, and the calculation source options are Lessons and KPIs. You can select one or more of these calculation sources.

  • Lessons: You select the Lessons calculation source to map competencies to selected lessons and lesson blocks. When a student completes a lesson assignment, the lesson scores are used to calculate the competency score and rank to determine the student’s performance.

  • KPIs: When eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. and the Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. systems are integrated, you select the KPIs calculation source to map competencies to specific KPIs.

  eLearning integrates the list of competencies with Scorecards, and agents’ competency scores. The Scorecards system then creates source measures from the received competency list, and the integrated system is configured to use the appropriate formula to calculate KPIs. If an agent’s KPIs fall below required values, the Scorecards system sends an assignment trigger to the eLearning system. The appropriate lessons are assigned to the agent to bring the agent’s competency scores up to an acceptable standard.

• Weight

  You need to "weight" the score for each calculation source. When you weight an item's score, you define its importance in the total competency score calculation.

  When you select only one calculation source for the competency, such as Lessons, and type a weight value for lesson scores, the system uses only that score to calculate the competency.

• Inclusion rule

  The inclusion rule specifies the criteria by which each calculation source’s score is included in the final competency calculation.

  For the Lessons calculation source option, you select whether the latest, best, worst, or average score of all lesson attempts is used to calculate a student’s competency score, within a specified time interval.

  If you are calculating a competency based on KPIs, you select the "periodicity" for the KPI score, whether the score used to calculate the competency is based on a daily, weekly, monthly, quarterly, or annual KPI score.