About Scorecards

Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. is an enterprise-wide strategic measurement and management application that can help measure the productivity and efficiency of your company, its business units, and individuals within the business units.

A scorecard is a set of performance scores based on input from several sources, which can be used to measure progress toward goals set by your company. Scorecards are generated for organizations or individuals, and are based on their role, whether employee, manager, or administrator.

The Scorecards application collects metric data from multiple sources and stores the data as ‘Source Measures.’ Source Measures are used to create ‘Key Performance Indicators’ (KPIs). KPIs are displayed on individual, organization scorecards, grouped under Objectives that communicate why the KPIs are important. KPIs provide a measure of the progress individuals and organizations are making towards meeting the Objectives that the scorecard is set to measure.

Scorecards display KPIs specific to the organization and can be viewed when specific permissions are applied. An Employee might have different KPIs and Objectives from a Manager and a Manager in one business unit might have different KPIs from a Manager in another business unit.