“Performance campaigns provide your agents, team leaders and admins with their own dashboards... allowing them to view key performance data related to their (and their colleagues’) activities. The results of your performance campaign will equip you and your management team with the insights you need for team members' skill improvement across your entire workforce.” Want to read more about why Performance Campaigns are important? Click here. Read on to create your own!
Before You Build
We’ll get started with this important and exciting process in just a moment. But first, here are some things to keep in mind before you create your first Performance Campaign.
Each campaign is constructed around a set of agents handling the same type of customer interactions, being measured against the same metrics and goals. Campaigns are typically assigned to just one team leader, but you can build as many team-based campaigns as you’d like. Each team leader will then only see performance data for their team.
Prior to building, make sure you have:
Created teams and added team leaders / agents to the teams
Created a Connector to the Playvox platform that campaigns will reference as the data source
Created the variables and formulas that make up your KPIs which will be displayed in performance dashboards.
You’ll want to brainstorm specific goals for your campaign based on your company’s objectives and culture. Here are a few things we recommend solidifying before starting the process:
Goals for each displayed metric (KPI) for day, week, month, quarter
A weighted importance of each KPI. This will allow us to score agent performance based on the priority of KPI and should add up to 100.
Threshold settings that determine what level a performance KPI falls within for Far Below Goal, Below Goal, Met Goal, Exceeded Goal.
Note: In reporting, threshold settings are associated with colors which will provide you a visual representation as well.
What to Expect
When you have finished the process below, you will have an active performance campaign for a specific team of agents and their assigned team leader. This campaign will consist of a set of dashboards for agents and team leaders that includes a set of their key performance metrics, goals by time period for each metric, their actual performance for that period of time, and how they compare to their peers for each metric.
Building Your Campaign
Here we go! Follow these steps to build your first campaign.
Click on Performance > Campaigns. Then click on the green New button in the top right corner of the screen.
A new screen will appear to help you sequence through the following process.
2. Name your first campaign. Then click Next.
Tip: Clicking Next is how your work gets saved. Make sure to click this to go on to the next step, and save your previous changes.
3. Select your KPIs or add new ones. Click on the drop down field under
Available KPIs to expose your set of KPIs. Select from the list. If you choose to
add a new KPI, a tab will open redirecting you to the KPI screen. After it’s
created, it will be added to the drop down field. These KPIs will show up as
column headings for performance data in the agent and team leader
dashboards. Continue adding available KPIs to your campaign as you see fit,
choosing from the drop down list, until finished.
As you build out your list of KPIs, the associated variables and data sources appear in the right hand column under Data Sources. In the following example, it is an FTP data file as the data source with the Connector FTP Service that was created earlier. The data source should already be set.
4. Click on Set source if you wish to change the FTP Connector (data source). A
window will pop up prompting you to select a connector or create a new one.
Note: You may have created multiple FTP Connectors. Make sure you select the correct FTP for your campaign. Remember that this is not an option for API as there is only one API connector required.
5. Finish adding KPIs for this campaign and set the Connector or source for KPI
6. Click Next to save your work and move on to the Map Variables step.
Map your variables.
If you selected API as your data source, there is no need to Map Variables. You will see the following message: “This datasource does not require additional setup.” Click Next to set your goals.
Note: If you have a KPI that includes both API and FTP variables (or Playvox and FTP, or a combination of all three), make sure that you follow the instructions below.
If you are using variables with FTP as your data source, a template file will be used for adding performance data to this campaign. You do NOT need actual historic performance data just yet to complete building this campaign.
Click Download template file. This template file provides the column headings and file structure required for future file uploads of the campaign data.
IMPORTANT: Do not alter the structure, column headings, or order of columns.
2. Save the file to your device. It will be used to upload new Performance data
day-by-day for this campaign.
Important: Make sure to always use the same file name you used when setting up the FTP connector. Keep in mind that file names may change on your device if downloaded more than once (e.g. filename.csv the first time, and filename(1).csv the second time). The system will not recognize a file with a different name.
3. Click Upload data.
4. A new window will pop up to prompt you to upload the template file for Playvox to build out your campaign.
Note: If you are using the same FTP for different campaigns, but the .csv for the other campaigns is different, you’ll need to follow this upload step each time you update the file with new Performance data. If you have a dedicated FTP for each campaign, you will not need to do this.
After the file and data are uploaded, the template will show only two lines of fictitious users and data. Your template file will reflect the KPIs that you have added to this campaign.
Note: Confirm the mapping by comparing the headings with the selected variable in the drop down windows of the header line. If the mapping is incorrect, it may generate errors in your reporting.
5. Click Next to save your work.
Set Your KPI Goals
Next, set goals for each of the KPIs to be displayed in the dashboards. These will be used to calculate goals achieved across multiple KPIs within the campaign as well as an agent’s ranking by performance scores.
Select an achievement factor for each KPI in the left column: Above or Equal / Below or Equal.
Fill in goals by daily, weekly, monthly, quarterly time periods. Averages may apply equally across time periods. Quantities will vary across time periods. Playvox will automatically calculate scores and goal achievement by time filter selected for the dashboard.
Provide a weighted importance score for each KPI. This weighting factor will be used to score and rank individual performance compared to peers. Weightings for all KPIs must equal 100 or 0. You must have at least a 1 value for each KPI.
Click Goal Bar Settings to configure the thresholds used in graphing achievement levels with corresponding color scales. This will act as a visual key when you run your reports.
5. Click Level Settings to adjust the threshold for each achievement level. These
can be customized for each KPI in your campaign. They will reflect achievement
vs. goals and represent the percentage of goal met.
You’ll notice four levels: Far below goal, Below goal, Met goal, and
Exceeded goal. The column to the right provides a breakdown for each
Remember: These thresholds are based on the percentage of goal met. This means that 'Met goal' is typically set for a range starting at 100% and extended beyond the goal. In the following example, we have extended this to 110% of the goal. This assures that the green 'Met goal' level is sufficiently represented in the dashboards.
Note: You can change the label names by going to Settings > Performance.
Scroll down the page until you see Labels. Click the field to change the name. Then click Save.
When you’re finished configuring goals and settings, click Next to save your work.
Assign your team(s)
We’re racing towards the finish line now! The last step before activating your campaign will be to assign one or multiple teams to your campaign.
Note: If you haven't already created a team, make sure you do so now. You can go here to read all about it.
Select your team(s). A list of teams that you have created should be available. Use the search bar to search for the teams you'd like for this campaign. Type in the name of the team and press "Enter." Results with matching words will appear.
2. Check the box next to the appropriate teams you want to add. Click Next to
save and complete this step.
Note: If using more than one team in your campaign, know that all users in the campaign will see the results of all teams included. This is great for agents that would like to know their ranking within their team as well as the “total team”, or for administrators that would like to see a larger general picture. If you would like to keep each team separate, however (with an otherwise exact campaign layout), we recommend cloning the campaign for each team leader and selecting ONLY that team in this step. This way, each team leader will only have access to their team’s data.
Activate your campaign!
Important: Be sure your thresholds and goals are exactly as you’d like them to be. Once activated, you will not be able to edit most of the parameters of the campaign.
To finish, choose from these three options:
Don't activate. Click Cancel. This will save your work so that you can activate it at a later time. Remember to activate the campaign only if you have completed all the required steps. If you choose to leave the campaign inactive, you can find it by going to Performance > Campaigns. Under the status bar, select inactive, and scroll or search from there.
Activate the campaign for administrator review only. In this mode, the campaign is active only to administrators, and you have limited edits available.
Note: To check the accuracy of your KPI formulas, you may upload agents’ actual performance data (from either API or FTP) and measure that against the data displayed in the dashboards. If you need to make changes, you can clone the campaign, make your edits, and activate the revised campaign. You may also simply deactivate your campaign to make edits by switching the toggle back to off and hitting next. For more information, check out Managing campaigns.
Publish the Performance campaign to agent dashboards. You may only Publish if your campaign is Active. Toggling this switch to the On position will allow agents, team leaders, and administrators to view all the data within the campaign dashboards. You may choose to change the toggle to Off at any point if you wish to return to administrator review only.
Check out the following gif to see an example of an agent’s dashboard!
Great work! You’ve successfully created your first campaign. Check out Campaign Management next.
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