Source systems and source measure data

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. application uses integration adapters to load source measure data into the warehouse database from the following source systems:

• Forecasting and Scheduling (F & S) – provides source measure data on employee schedules, forecasts, and actual work activities performed. Certain ACD metrics (Service Level, Actual Calls) are also provided through the Forecasting and Scheduling framework, but do not require active usage of the Forecasting and Scheduling application.

• Adherence – provides source measure data on employee-level activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. and adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. metrics based on the data collected with the Time Collection adapter.

• Generic Employee ACD Stats – provides source measure data on detailed call progress and call handling. Individual metrics may or may not be available from a given ACD. Documentation for the specific ACD adapter should be consulted to ensure a specific metric is available.

• Quality Monitoring – provides source measure data on employee-level evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. metrics from the Quality Monitoring system.

• Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. provides source measure data on Hit/No Hit category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. values for employees from the Speech Analytics system.

• 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. - provides source measure data on Competency score metrics from the eLearning system.

• Desktop and Process Analytics - provides source measure data on detected applications, created triggers, defined processes and steps, and idle time.

• Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys. - provides source measure data on overall score, question completion rate, survey completion rate, survey response rate, survey transfer rate, and custom KPI scores.