Performance Scoring

Prerequisites

• The performance management feature has been enabled for the tenant space.
  1. Sign in to the AICC as the system administrator.
  2. Choose Call Center > Tenant Management.
  3. Click Edit in the row containing the current tenant.
  4. Click the Virtual Call Center tab. In the Feature Selection area, enable the Performance Management feature.
     Figure 1 Enabling the performance management feature
     

     The performance management feature depends on the AppCube feature. Before enabling the performance management feature, enable the AppCube feature.

• The performance algorithm and performance plan have been configured.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Performance > Performance Scoring.
   Figure 2 Performance Scoring page

   

2. Click and enter a performance plan name to view the corresponding performance score.

   This field is mandatory. If no performance plan is selected, no content is displayed in the list by default. After a performance plan is selected, the system dynamically determines the involved performance indicators based on the performance algorithm corresponding to the plan and displays the indicators in the list.

3. Check the queried performance indicators based on the following table.

   Table 1 Performance indicators

   Indicator	Description
   Performance Plan Status	Performance plan status. The value can be Under appraisal or Completed.
   Satisfaction Score	Average satisfaction score calculated based on the appraisal period.
   Manual Inspection Score	Average score of manual inspection calculated based on the appraisal period.
   Intelligent Quality Inspection Score	Average score of intelligent inspection calculated based on the appraisal period.
   Working Hours	Sum of working duration based on the appraisal period, in seconds.
   Average Processing Duration	Average processing duration calculated based on the appraisal period, in seconds.
   Total Number Of Calls	Total number of calls calculated based on the appraisal period.
   Number of calls for which the call reason is recorded	Number of calls for which the call reason is recorded based on the appraisal period.
   Intelligent Training Score	Average intelligent training score calculated based on the appraisal period.
   Performance Score	Performance score calculated based on the performance algorithm.
   Performance Score Update Time	Time when a performance score is updated.

4. In the Operation column, click View or Delete for the current performance score as required.