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Performance Management FAQ

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Notifications

Who is eligible to receive performance exception notifications?

Any Performance Management user who has an out-of-range daily performance result for a calculated leaderboard, regardless of role.

How often are performance exception notifications sent?

Once per day, as soon as the system calculates leaderboards for the prior day (typically in the early morning hours of the timezone in which the account is installed).

Are performance exception notifications sent for daily, weekly, and monthly results?

Notifications are only sent for daily results.  If a performer’s result would be out-of-range based on a weekly or monthly aggregation, an additional notification is not triggered.

Are performance exception notifications to be triggered on every single queue?

Notifications will be triggered for any and every out-of-range result on a unique leaderboard.  Since leaderboards are calculated separately by queue, there is the possibility of having out-of-range results on multiple queues, including the queue choice “None-queue.”  Note that notifications are not  triggered for the aggregate queue combination of “All.”

Are the results shown in the performance exception notification?

No. The measure and queue are shown, and the date may be assumed to be the prior day.  Recipients may view the result values by clicking on the notification to drill through to the leaderboard and view the results in context.

How is a result determined to be a performance exception?

Individual results that depart 1.5 standard deviations or more from the mean result (Average) for each unique leaderboard calculation will trigger a notification.

Why is an excellent result triggering a performance exception? Shouldn’t this be for poor results only?

Individual results that depart 1.5 standard deviations or more from the mean (Average) trigger a notification,  regardless of whether they are considered “good” or “bad.” The purpose of exception notifications is to bring awareness to unusual performance results.

Will multiple performance exceptions be shown in a single notification?

No. There is a separate notification for each performance exception triggered. A digest-style notification is not possible today.

As a member of management, can I see the performance exception notifications that performers have received?

Currently,  only the performer may see the notification. However,  management may view the leaderboard in its entirety to interpret results, including top and bottom performers.

Is there a way to deactivate performance exception notifications?

Currently,  the only way to prevent performers from receiving exceptions is to remove them as users from the “Performance Management” application.

 

Leaderboards

How often are the leaderboards generated?

Leaderboards are generated daily in the early morning hours of the timezone in which the account is installed (data to generate the leaderboards is gathered hourly, however.)

How far back does leaderboard data go?

Leaderboard data will be calculated 31 days into the past at the time of installation; it will be retained inside the Performance Management application for a minimum of one year.

Where does leaderboard data come from?

Leaderboard data originates from data written to the Talkdesk data platform by the individual applications that generate the source data.  For example, Average Handle Time would be generated by Talkdesk’s CCaaS system, whereas Average CSAT would be generated by the Feedback application.  Refer to the Measure Dictionary for more information.

What time zone is being used for leaderboards?

Leaderboards are calculated and displayed in the time zone in which Performance Management is installed.  Neither user’s team time zone, computer settings nor browser settings change this. The scope of data included on a leaderboard and the generation time of the leaderboard may not match expectations for users in different time zones.

Why do leaderboards skip ranking numbers when there are ties?

Performance Management uses standard competition ranking, often referred to as “1224” ranking. This widely-used style of ranking allows lower-ranked performers to understand their placement without being affected by the ties of performers ahead of them.

Can I export leaderboards?

Not at this time.  Results data will be made available on the Talkdesk data platform as a near near-term roadmap item.

Where can I see a trend view of the leaderboard results?

Trend views are not available today, but this popular data visualization is on the roadmap.  For a quick 7-day trend, the coach option can be chosen to view these results; saving the coaching is not required.

Is there a way to anonymize or hide names on leaderboards?

Not today.  Anonymization is a feature in development.

What do the color circles on the leaderboards signify?

The color circles have no specific meaning in the leaderboards today.

 

Dates

When does a “week” start?

A week in Performance Management starts at  00:00:00 Sunday morning and concludes at 23:59:59 Saturday night.  It is not customizable at this time.

Why can’t I select an arbitrary date range of my choice?

A separate leaderboard is calculated for every Measure and Queue combination for single dates, current week, last week, current month, and last month.  Calculating every possible combination of user-selected dates, in addition to this, would involve excessive computations, resulting in a poor user experience.

 

Queues

What is a queue? Is this a ring group?

Queue is a generic term that includes Talkdesk ring groups today and will include e-mail, SMS, and text groupings in the future.

Why are there so many queues in the dropdown?

The system remembers every queue for which a result has been created.  There is not a way to remove unwanted choices; however, a search is available.

Why is there a “Non-queue” choice in the queues'  dropdown?

Non-queue is available for Quality Management evaluations that are not associated with any particular inbound voice ring group; for instance,  quality evaluating a face-to-face interaction, or back-office casework. 

Why can’t I multi-select a group of queues?

A separate leaderboard is calculated for every Measure and Queue combination for single dates, current week, last week, current month, and last month.  Calculating every possible combination of user-selected queues in addition to this would involve excessive computations, resulting in a poor user experience.

Can I filter to results for a specific team?

Not today, but team filtering is on the near-term roadmap.

What happens to the rankings if an agent leaves?

The performer’s name is replaced with “Deleted User” and the result remains to retain the integrity of the leaderboard including results’ count, rankings, and averages.

How is the average calculated?

The performer results displayed across all pages of the individual leaderboard are averaged. The average is not weighted, meaning it is calculated irrespective of the volume of each result; pagination of results affects the average in no way.

Why do double dashes “--” appear in the “Goal” area?

There is no calculated goal for the leaderboard being viewed. This can be for several reasons; however, the most likely reason is due to inadequate historical results (fewer than a seven-day minimum) needed to establish an automated goal.

Where did the goal come from? Can I change it?

The goal is calculated by the system.  Performance Management analyzes up to 31 days of prior results and establishes the goal at the 67th percentile of those results for a challenging, but achievable goal. The goal can be changed today by the support desk accessing an end-point.  In the future, a Configuration's menu will allow an administrator and/or supervisor to adjust the goals, either manually or by recalculating.

 

Coaching and Development

I don’t see the coaching features. Why are they missing?

Coaching features are controlled by the application-specific Roles and  Permissions settings in the Admin area of Talkdesk Classic. Look for the application “Performance Management”. Make sure the permission level desired for “Coaching” is chosen there, in increasing order of privilege: view, update, create, and delete.  Note that any user-created custom roles will receive permissions as if they are an Agent, and the administrator will need to expand the permissions on these custom roles if desired by the business users.

Is there a character limit for the notes section? Can I copy and paste a URL?

There is a 10,000-character  limit.  A URL may be copied and pasted, but it will not be a clickable hotlink.

Is there a way to enter confidential notes on a coaching session?

Today,  there is a general notes field that is not specially protected.  In the future, notes fields will be considered with varying levels of confidentiality.

Why can’t I fill in a prior date for the coaching session?

Coaching quickly on poor behavior is the gold standard for effectively managing employee performance issues.  Prior dates are disabled to encourage coaches to intervene on results quickly and to help ensure performance issues are documented promptly and accurately.

Scheduling the coaching session did not send out a notification or email when I saved it. What is wrong?

The initial coaching feature is primarily designed for in-the-moment or interventional coaching.  As such, it does not create notifications, emails or calendar invites when it is saved.  Future dates are available as a courtesy for users who would like to schedule sessions for the future.

Can I search, sort, or filter the development list?

There are no dedicated functions for searching, sorting, or filtering the development list.  The list is displayed in reverse chronological order and may be searched with your browser’s search function (most likely Ctrl-F or Command-F). Searching, sorting, and filtering will be offered soon!

Is the date the result date or the date of the coaching session?

The date at the bottom of the coaching panel is the date of the coaching session itself.  The result being addressed on the coaching date may be any date from an existing leaderboard. For now, a best practice is to type the result date in the notes field.

Can I create a coaching session that is not associated with any measure? What about coaching associated with multiple measures?

Both of these are capabilities being considered for future development.

Why is there a column titled “Resource”? Why isn’t it “Coach”?

The development page is designed to hold sessions like mentoring, learning, self-study, and quizzes in the future.  So this column has a more general-header in anticipation of these future types of development.

I accidentally deleted a session.  Is there a way to get it back?

No.  There is a confirmation pop-up in the software displayed when delete is pressed.  This pop-up clearly states this action cannot be undone.

Where can I view an audit trail of who has created, updated, or deleted a coaching session?

Audit logging is not available today, but it is anticipated soon.

 

Measures and Results

What is a Measure?

A measure is Talkdesk’s term for what is traditionally referred to as a KPI, or Key Performance Indicator.

Can I add new Measures?  Where are these configured?

Performance Management does not offer the ability to create or add new measures. In the future,  this capability will be offered in a “Configurations” menu.

I always see no results for my selection on some Measures. Why?

If the Measure is powered by a separately licensed Talkdesk module, such as Quality Management or Feedback, then no results will be displayed.  For voice metrics, contacts must be answered on inbound ring groups to populate the measure results.  See Measure Dictionary for more details.

Is there an overall score across all the Measures?

Not today. In the future, attainment will create the ability to calculate and display an overall score across measures while allowing each measure to retain its own unit (duration, percent, rate, etc.)

How many decimal places are calculated and shown on the results?

Results are calculated precisely and rounded, when applicable, to two places for both storage and use in the user interface.

How are ties ranked?

Results are calculated precisely and rounded to two places, when applicable, for both storage and use in the user interface.  After rounding, any tied results will be assigned the same rank.  There are no further sub-sort criteria for the tied performers, so the order within tied groups of performers is random.

What is Volume?

Volume is a count of the unique source events that contribute to a result and help inform confidence around the result displayed.  For a measure like “Inbound Contacts per Online Hour”, Volume is the number of Contacts handled.  For Average CSAT, volume is the number of surveys returned.

Why is taking more calls or having a lower Average Handle Time (AHT) always considered “better”?

In its first iteration, handling more calls, or having lower AHT is considered better because this is generally favorable behavior.  In the future, target-style goals will be available and Measures may be configured to indicate if “lower values are better” or if “higher values are better.”  For example, on sales queue, longer AHT may be favorable for forging stronger customer relationships, generating greater revenue that offsets the increased personnel time cost.

Why is the Measure “Inbound Contacts per Online Hour” not an easy-to-understand count of inbound calls?

Simply counting inbound calls does not scale well. For example, it would be inappropriate to compare part-time with full-time employees, or employees who had taken a one-week vacation with those who hadn't.  Measuring the rate at which calls are handled establishes an instant apples-to-apples comparison.

What is an Online Hour?  Can I change it to exclude certain “away” and “not ready” statuses?

Online Hour is a new concept for “Performance Management” and cannot be found in the standard Talkdesk Data Dictionary.  Online Hour is the logged-in time for an agent,  minus the time spent in the Offline status.  So, all green, yellow, and red statuses are considered “online,” but the gray status is not. Note that online hours can be expressed in hours, minutes, and/or seconds.  It is not limited to, nor rounded to, whole hours.

Will the results update if data is changed in the past, for example, if I delete Quality Evaluations, or make days-old callbacks?

Flagging changed data and recalculating prior leaderboards is not a function of the software today, but this is on the roadmap.

Are AI-scored Evaluations included in the Quality Evaluation Score? What about evaluations not associated with an inbound, ring group-routed voice call?

Yes and yes. “Performance Management” makes no distinction between human and “AI Scored” evaluations.  Evaluations not associated with an inbound, ring group-routed voice call may be viewed by choosing the “Non-queue” in the queue filter.

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