Creating KPIs for performance dashboards

In this document, we will explain how to create KPIs on the PlayVox platform. These KPIs will be displayed on agent and team leader dashboards with associated performance data. This is the next step required to build performance campaigns and dashboards.  

Considerations before we get started

This next step is important to establishing the Key Performance Indicators (KPIs) that you will build into each performance campaign, or dashboard. There are several considerations as you determine what KPIs will be represented.  

  • Consider the data (KPIs) that are important for agents and team leaders. As an example, total calls handle by the center for a day is important to you as administrator, but not relevant to the agent necessarily. Total calls handle by the agent may be more relevant. 
  • Consider the number of KPIs in an agent dashboard.  Best practice suggests that fewer is better -- 5-6 of the most important, versus 12-15. There is no restriction on number of KPIs for a dashboard but their are practical limits as agents review dashboards. 
  • Data sources. You will have options explained in the next step. Your options will be to pull data from a third party source using the PlayVox private API or to upload data from an FTP file. More on options later.
  • Data calculations. PlayVox can take static data variables and present a single variable as a KPI (e.g., total calls). Or we can take multiple variables and perform calculations on our platform (e.g., total time on calls and total calls to determine average handle time as the KPI). Or you can provide the calculated results for a KPI.  If you wish to present a KPI as an average, we will need to perform the calculations using a formula that you build on our platform that includes the variables and operations for the calculation.

Let's begin 

At this point, if you choose to upload an FTP data file, you will have created a Connector to the PlayVox FTP site where your performance data will be loaded. No need to create an API connector.  One is available.

Let's begin. Click on Performance on the main navigation bar. Click on KPIs in the second level navigation bar. Click on the green '+' button to create a new KPI.

Name the KPI.  This name will appear in team leader and agent dashboards as the column head for this performance data. You can edit this name later if desired. Also indicate the Measure unit from the drop down window.

Building the KPI formula

Now, we will build out the KPI based on its variables. If a KPI stands on its own as a static number, e.g., total calls handled, it does not require a formula but does require the one variable 'total calls handled' to be added to the Formula Field. If it requires multiple variables in a formula, use the Formula tool set to create the KPI formula. The application uses standard excel formula conventions for mathematical operations.  

Note.  To build a formula, you will select from existing variables in list at the bottom of the screen. Click on the blue Add button to the right of a variable. Or create a new variable by clicking on 'create new ones' in the middle of the screen shown above.

When clicking on 'create new ones' the top field gives you a choice of FTP or API as the data source. Select the appropriate connector option for source of this variable data.

Provide a name for the variable. Structure for the variable names are all lower case, no spaces, no numbers. These are simply names for the variables used in KPIs. Later we will map your data file to these variable names. They will not have to exactly match variable name conventions in CSV files. 

Click Save and the variable will be added to the list below. Click Add to insert the variable into the Formula field. Continue building out the formula by adding variables and mathematical operations much as you would a spreadsheet formula.  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.

Congratulations! You completed building your first KPI. Continue the process of creating all the KPIs that will be required and added to performance campaigns. Your new KPIs will appear on the KPI page.  

Additional Reading:
Performance Set Up: Step 4 - Creating performance campaigns

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