Automatic source measure and KPI management

To view a form's performance scores in KPIs, the relevant source measures and KPIs must be created in the system. You can manually create and maintain source measures and KPIs for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. but this process is complex and time consuming. For example, each time a published form is modified in a way that requires a new form revision, you need to manually update all of the associated source measures and KPIs in thesystem.

The Form Designer can automate this process for you by automatically creating and maintaining predefined source measures and KPIs when the form is published. If any changes are made to a published form that impact the associated source measures and KPIs, when the form is republished, the source measures and KPIs are automatically updated.

The Form Designer only triggers the creation and maintenance of source measures and KPIs. It does not automatically trigger the various adapters (Import Form Tree Structure Adapter, Quality Calculator Adapter, Calc Engine Adapter, and Datawarehouse Sync Adapter) that are needed to view the results in Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.. You still need to run each of these adapters manually or wait for their nightly run.

Form creation and publication

When you create a form, you can select for which form components to automatically create and manage source measures and KPIs. The Automatically Manage KPI option can be selected for any question, section, or category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. in a form, or for the form itself. You cannot select the Automatically Manage KPI option for sections or categories that are not assigned a score, or for questions that are text-only and thus cannot be assigned a score. In fully automated (AQM) forms, the Automatically Manage KPI option is selected by default for each question in the form.

When you publish a form with automatically managed source measures and KPIs for the first time, you assign the associated source measures and KPIs to an organization in your visibility. The selected organization cannot be modified after the form is published.

In the generated KPI in Scorecards, you can view performance scores for employees within the assigned organization and sub-organizations only.

Generated source measures and KPIs

For each form or form component marked for automatic KPI management, the Form Designer triggers the creation of two predefined source measures and one predefined KPI.

Predefined source measures:
- [Component Name]_[Form Name]_TS: Calculates the total score of all responses for the form component.
- [Component Name]_[Form Name]_C: Counts the total number of responses for the form component.
Predefined KPI:
- [Component Name]_[Form Name]: Calculates the average score for the form component (Total Score source measure divided by the Total Number of Responses source measure*100).
- The KPI goal is automatically set to the default KPI goal defined in Scorecards.

Form name and form component naming limitations

The following naming limitations exist for forms and form components with automatically managed source measures and KPIs:

Component names must be unique within the form.
Component and form names cannot contain the following special characters: “ # , ’
KPI and source measure names cannot exceed 197 characters. Since source measure and KPI names include the form name and the component name, for questions with automatically managed source measures and KPIs, the default 255 available characters for the question text is not applicable. The number of characters available for the question text depends on the length of the form name (197 characters minus the form name length).

Impact of modifying a form

If you modify a form in a way that impacts its associated source measures and KPIs, when the form is republished, the associated source measures and KPIs are automatically updated.

If you delete a form component, or modify a form or a form component so it no longer has a score value, the mapping to the associated source measures and KPIs is lost when the form is republished. If you delete a form component, you can select whether to also delete the associated source measures and KPI (including the historical KPI data) when the form is republished. If you select not to delete the associated source measures and KPI, the source measures and KPI mapping is lost when the form is republished but the historical KPI data is saved.

If you modify a form in such a way that a new form revision is created, the new component IDs are automatically remapped to the associated source measures and KPIs.

If you unselect the Automatically Manage KPI option for a form or a form component, the associated source measures and KPI continue to be mapped to the form, but they are no longer automatically updated if the form or form component is modified.