Source measures and KPIs for AQM

Use Automated Quality Management (AQM) to automate the evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. process in your organization and analyze the evaluation data in Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.. If you have the relevant privileges, you can set up source measures and KPIs in Scorecards to analyze the evaluation data.

AQM source measures

For each QM form question, AQM requires two specific source measures be created and mapped to the question:

• Count by Employee

• Total Score by Employee

AQM source measure settings

Source measure	Settings
Count by Employee	Source Mapping Type: Evaluations Source Measure Type: Person Periodicity Aggregation Type: Summation Organization Aggregation Type: Summation Measure Name: Count by Employee By Interaction/Evaluation Date: Aggregate by Interaction Date or Evaluation Date
Total Score by Employee	Source Mapping Type: Evaluations Source Measure Type: Person Periodicity Aggregation Type: Summation Organization Aggregation Type: Summation Measure Name: Total Score by Employee By Interaction/Evaluation Date: Aggregate by Interaction Date or Evaluation Date

KPIs for AQM

To create a KPI that represents the average score for each fully automated QM form question, create a KPI formula that divides the Total Score by Employee measure by the Count by Employee measure.

Related topics 

Creating, editing, and mapping source measures for Quality Monitoring

Import a KPI related to Quality Monitoring

Create or edit a KPI