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Scorecards for call center agent performance management are the natural extension to Call Center Dashboards. Scorecards present a KPI-centric view of both current and
past call center agent performance in relation to specified
goals (targets), and compares that performance with the average
performance of call center agents within their group. While call center agents can
see only their own Scorecards, managers may view the Scorecards
for all call center agents within their group. Similarly, site managers
can view scorecards for everyone within their site.
An unlimited number of Scorecards can be created using Agentivity
Admin, each containing an unlimited number of KPIs. KPIs can
be any backend telephony or business metric, or a formula
to created a calculated KPI value.
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