Performance Coaching

The Performance Coaching widget provides a glimpse of an agent’s performance covering certain commitments. A commitment is a combination of the goal value, metric, and a specified target date.

For example, Establishing Customer Connection, Identifying Sales Opportunities, and Policy Adherence could be some of the metrics tied to the commitments. A supervisor, in consultation with an agent, determines the goal value and the specified target date.

How to Read the Widget

The widget contains two sections:

• My Commitments – the agent performance on a given metric and the required positive change.

• Month to Data – This contains the relative performance for the month for various entities for the Balanced Scorecard – for the agent, the team, and the program. A Balanced Scorecard is a weighted value that consists of a set of metrics and weights.

My Commitments

This section of the widget is a graphic depiction (via an arc) of how proficient an agent is for a given performance metric. This also shows how much the agent performance must improve within a specific timeframe.

The My Commitments section comprises the following details:

• The date and score on the left side of the arc are the date of commitment initiation and the corresponding score, respectively. For example, an agent could have a Policy Adherence score of 70 on November 11. The contact center administrator / supervisor would have set a target score of 90, to be achieved by December 31. The widget is updated with Policy Adherence score calculated using transcription of every call handled by the agent. The arc from the start date to the end date is coded:

  • Green arc if the agent is on track to achieve the target score by the specified date.

  • Orange arc if the agent is likely to slip on the dates given the improvement to date.

My Month to Date Scorecard

This section contains Balanced Scorecard. The agent is also a part of an overall 'program’ that measures agents’ performance on a common set of metrics. The widget takes all agents inside of the same program as the logged-in agent and averages their Balanced Scorecard value for the month.

Agents can see data for the calendar month to date, reset on the first of every month. The following data points are displayed:

• Me – My score for the month to date.

• My Team – My team’s average score for the month to date.

• My Program – The month to date score for all agents in my program.

Read the color codes as below:

• Blue – The performance score is above the team / program performance.

• Red – The performance score is below the program performance.

• Green – The performance score for the program is as per the expected score.