What are KPIs?

Key Performance Indicators are measurable values that show how well a company is accomplishing key business and strategic goals. They are an essential part of Quality Assurance and are particularly important in Performance assessment. When your agents have a clear view of their company’s KPIs, they are more motivated to reach those goals as a team. The transparency also boosts morale and promotes a learning environment within the company. The data you collect from your Performance product is directly linked to the KPIs you choose, so make sure they align with your broader business objectives and company culture.

Connector review

If using an FTP data file, you should have already created the connector to Playvox where your performance data will be uploaded. If using an API, remember that the connector is already available. To review how to set up Data Connectors, click here.

Prep Work

We strongly recommend that you plan out your variables and formulas before getting started. This is especially important if you are managing more than one campaign, or if your data is being collected from different departments within your company. Not sure which KPIs to include? You may want to consider starting with Playvox’s Quality Data Source.

Playvox’s Quality Data Source

Forget about all those extra steps to get your Quality Data uploaded into a Performance Campaign! With Playvox’s Quality Data Source, your information automatically uploads to any campaign you make.

“What data is pulled from my Quality reports, anyways?” you may ask. We’ll tell you!

  • QA Scores

  • Total Evaluations

  • Effectiveness Score

We’ll go through the exact process a bit later on in this article, so keep reading.

Let’s Continue with the Planning...

Reach out to your onboarding specialist for a helpful template you can use for this crucial planning stage, or download a copy here. The spreadsheet includes KPI name, acronym, description, calculation (your KPI formula using variables), and threshold/goals, etc. Edit this as is beneficial for you and your team.

Note: The Quality Data Source comes with three default KPIs, each built out with their own variables. You may not edit the Quality Data Source KPIs, but you may mix and match Quality Data Source variables to create a new KPI (even if that includes FTP or API connectors!) Keep that in mind when doing this Prep Work.

Important: We ask that you download this form, rather than request access to edit. Read on for more detailed instructions on how to do that.

A step-by-step guide to downloading and editing the spreadsheet:

1. Go to the spreadsheet.

2. Go to File > Download.

3. From there you can select the type of file you'd like to download (we recommend

Excel for spreadsheet editing).

Tip: If you do not have excel or would like to edit this form in a Google Sheet, simply follow these directions:

1. Download the Microsoft Excel (.xlsx) version from above instructions.

2. Open your Google Sheets

3. Import your newly downloaded Excel file titled "KPI Performance - Prep work".

Remember: This template is just a suggestion, and is not required. It will not be used within the product itself.

Creating Variables

Variables are the building blocks of your formula which turn into your KPIs. Let’s get started.

Remember: The Quality Data Source comes with default variables that you may mix and match!

  1. Go to Performance > KPIs. You’ll see a list of the three default KPIs, coming from our Quality Data Source: QA Effectiveness, QA Score, and QA Total Evaluations.

2. Click on the New button.

3. In the new window, click create new ones as shown below in the right-hand


4. A new screen will appear. Choose FTP or API depending on your preferred

connector. Then name your variable, and click Save. This screen will stay open

if you would like to create another variable. Otherwise, click close to return to

the Create KPI screen.

NOTE: Make sure that your variable name is in all lowercase letters, with no numbers or spaces. You should also double check the spelling of your variable name as this cannot be edited later. Keep in mind that these are just variable names for your KPIs and do not have to match exactly to the variable name conventions in your CSV files. We will map your data file later on in the process to these variable names.

Creating KPIs

Once you have done the prep work and built your variables, you can create your KPI. On the left-hand side of the window, you’ll see Step 1: Name and KPI measure.

  1. Name the KPI. This name will appear in team leader and agent dashboards as the column head for this performance data. Don’t worry, you can always edit this name later if you feel like it.

  2. Then, indicate the Measure unit from the drop down window.

Adding Variables and Building your formula

“Here comes the fun, doo dun doo doo!” That’s right, now that you have created variables it’s time to build out that KPI formula!

  1. Go to Step 2: Build the KPI formula. Search for the variable you’d like to use, then click Add. The selected variable will then appear in the Formula Field.

Keep in mind that you may mix and match API, FTP and Playvox variables to create your perfect KPI!

Important: To avoid errors in your formula, make sure you select the variable by clicking the Add button. Do not simply hit return after you search as this may result in adding a similar (but not identical) variable into your formula field.

2. Repeat this process for each variable you’d like to add into your formula along

with the appropriate mathematical functions - much as you would a

spreadsheet formula.

Note: If using the AVG, SUM, or MEDIAN buttons, only one variable is allowed between parentheses.

E.g. avg(csat)

Nested formulas will NOT work with AVG, SUM, or MEDIAN

E.g. Avg(var_a+var_b)

Let’s go through a quick example!

Begin Example

Perhaps you would like to create a KPI around average csat scores. Your variable is csat. To build this particular formula, you will first select the avg button below the formula field. This specific operation comes with the beginning parentheses as well.

Then, add csat from the list and end the parentheses.

End Example

3. When finished, click Save. Playvox will check the formula for proper use of

conventions. An error message may indicate that there is a problem with the

structure of the formula. Review and edit as required. Click Save.

Note: If a KPI stands on its own as a static number (e.g. total calls handled), it does not require a built formula. However, it does still require that the chosen variable (total_calls_handled) be added to the Formula Field.

Congratulations! You’ve created your first KPI. Continue this process for each KPI you’d like to build. Your new KPIs will appear on the KPI page, and will be available to be added to performance campaigns.

Next up: Creating Campaigns

Would you like to review something about setting up a performance campaign? Check out these articles:

Performance at a Glance

Data Source Connectors

Creating Performance Campaigns

Loading Data into Performance Campaigns

Managing Your Performance Campaigns

Changing the Data Source Variable

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