My Performance: KPI Details

KPI Details in KPI View on the Performance page displays all the defined settings for the KPI. This chart includes interactive elements for date controls, graph lines, and views.

You must have the KPI Details 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. under View My Scorecard to view this feature.

Screen capture

Field	Description
Description	Explanation of the purpose of this KPI. Example: Number of calls answered in selected week.
KPI Type	Lists the scope of the KPI (Person or Organization) Example: Organization
Display format	How the KPI is shown Example: % Note: If you select the Time format, the units of the formula must be in seconds.
Period	The periodicity of the KPI (Intraday, Daily, Weekly, Monthly, Quarterly, Annually). Example: Daily
Score is based on	Lists the score calculation based on the Actual Value or Peer Value. Example: Actual Value
Expected Upper Range Value	Highest score normally attained Example: 1000
Expected Lower Range Value	Lowest score usually attained Example: 50
Meaning of KPI values	Shows the direction of “good” scores. If the variance is set to Up, higher scores are better. If the variance is set to Down, then lower scores are better. Example: Lower Actual Values are better
Variance Type	Whether the variance is based on a percentage or a value Example: Value
Allowed Upper Variance from Planned	Sets the upper tolerance on the measurement range (used in determining your score) Example: 80.0%
Allowed Lower Variance form Planned	Sets the lower tolerance on the measurement range (used in determining your score) Example: 10.0%
Peer Group	Shows the peer group for this KPI. Example: All Orgs, Same Job Title, Same Goal
Peer Type	The type of value shown for the Peer Group Example: Percentile, Rank, Median, Mode, Mean, None.
Enabled for Goal Proration	Goal prorations occur when goal reductions, resulting from a change in number of days within a period, are configured for the KPI Example: Yes
Calculate Roll up KPIs	Whether this KPI is a roll-up KPI Example: Yes.
Calculate Formula	Displays the formula that is used to make the measurements for this KPI Example: Total Case Resolution Time / Total Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.
Job Titles excluded from Aggregation	Indicates whether specific job titles are excluded from aggregation. Example: Supervisor, Agent, and so on.
Set meeting goal as average score	Indicates whether the system is set up to categorize meeting goal as Average. Yes: When a KPI score meets goal it is categorized as Average. No: When a KPI score meets goal it is categorized as Good.

Not all fields have information in them. The information you see depends on what the Administrator has entered about the KPI.