Impact 360 Performance Management

Solutions Guide: Features and Benefits of Impact 360

Performance Management Scorecards

February 2011

This document contains proprietary and confidential information of Verint

Systems Inc. and may not be distributed to any persons or organizations for
which it was not intended.

1
 2011 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.
All materials (regardless of form and including, without limitation, software applications, documentation, and any other
information relating to Verint Systems, its products or services) are the exclusive property of Verint Systems Inc. Only
expressly authorized individuals under obligations of confidentiality are permitted to review materials in this document. By
reviewing these materials, you agree to not disclose these materials to any third party unless expressly authorized by
Verint Systems, and to protect the materials as confidential and trade secret information. Any unauthorized review,
retransmission, dissemination or other use of these materials is strictly prohibited. If you are not authorized to review
these materials, please return these materials (and any copies) from where they were obtained. All materials found
herein are provided AS IS and without warranty of any kind.
The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents:
USPN 5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN
6,724,887; USPN 6,751,297; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN 6,959,405;
USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 7,216,162; USPN 7,219,138; USPN
7,254,546; USPN 7,281,173; USPN 7,284,049; USPN 7,325,190; USPN 7,376,735; USPN 7,424,715; USPN 7,424,718;
USPN 7,466,816; USPN 7,478,051; USPN 7,558,322; USPN 7,570,755; USPN 7,574,000; USPN 7,587,041; USPN
7,613,290; USPN 7,633,930; USPN 7,634,422; USPN 7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407;
USPN 7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043; USPN 7,752,508; USPN
7,769,176; USPN 7,774,854; USPN 7,787,974; USPN 7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055;
USPN 7,817,795; USPN 7,822,018; USPN 7,826,608; USPN D606,983; USPN RE40,634; USPN RE41,534; USPN
RE41,608; AU 2003214926; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA 2,623,178;
CA 2,627,060; CA 2,627,064; CA 2,628,553; EP 1096382; EP 1248449; EP 1284077; DE 1284077; FR 1284077; DE
833489; FR 833489; GB 833,489; GB 2374249; IE 84821; IE85519; IL 13532400; NZ 534642; ZL 200520118289.3; ZL
200520118288.9; ZL 200520118287.4; and other provisional rights from one or more of the following Published U.S.
Patent Applications: US 10/061,491; US 10/467,899; US 10/525,260; US 10/633,357; US 11/166,630; US 11/345,587; US
11/359,195; US 11/359,319; US 11/359,356; US 11/359,357; US 11/359,358; US 11/359,532; US 11/361,208; US
11/388,944; US 11/394,408; US 11/394,410; US 11/394,794; US 11/395,759; US 11/396,062; US 11/428,222; US
11/428,239; US 11/475,683; US 11/477,124; US 11/478,714; US 11/479,056; US 11/479,267; US 11/479,506; US
11/479,841; US 11/479,899; US 11/479,925; US 11/509,549; US 11/509,550; US 11/528,267; US 11/529,132; US
11/529,946; US 11/529,947; US 11/540,107; US 11/540,171; US 11/540,185; US 11/540,281; US 11/540,320; US
11/540,353; US 11/540,736; US 11/540,739; US 11/540,785; US 11/540,900; US 11/540,902; US 11/540,904; US
11/541,313; US 11/565,946; US 11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US
11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US 11/621,134; US 11/676,818; US
11/691,530; US 11/692,983; US 11/693,828; US 11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US
11/723,010; US 11/729,185; US 11/742,733; US 11/752,458; US 11/771,499; US 11/772,440; US 11/776,659; US
11/804,748; US 11/824,980; US 11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US
11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US 12/014,155; US 12/015,375; US
12/015,621; US 12/053,788; US 12/055,102; US 12/057,442; US 12/057,476; US 12/107,976; US 12/118,781; US
12/118,789; US 12/118,792; US 12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US 12/416,906; US
12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US 12/497,799; US 12/504,492; US 12/539,640; US
12/608,474; US 12/612,487; US 12/628,089; US 12/630,030; US 12/684,027; US 12/686,213; US 12/708,558; US
12/725,127; US 12/753,137; US 12/762,402; US 12/768,194; US 12/792,796; US 12/840,233; US 12/852,144; US
12/879,868; US 12/887,059; US 12/887,089; US 12/888,445; US 12/888,448; US 12/891,620; and other U.S. and
International Patents and Patents Pending.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE,
INTELLIGENCE IN ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED,
WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA,
AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries.
Other trademarks mentioned are the property of their respective owners.
Click Here or visit our website at <www.verint.com/intellectualpropertynotice> for updated information on Verint
Intellectual Property.

2
Contents
About Verint Witness Actionable Solutions ................................................................. 4
Preface ............................................................................................................................. 4
Defining Performance Management .............................................................................. 5
Impact 360 Scorecards ................................................................................................... 5
Impact 360 Advanced Scorecards Overview ................................................................ 5
Advanced Scorecards Benefits .................................................................................................... 5
Advanced Scorecards Features .................................................................................... 6
Scorecards Views......................................................................................................................... 6
Key Performance Indicators (KPIs) .............................................................................................. 9
Modifying Existing KPIs and Creating Custom KPIs .................................................................... 9
Contextual Displays.................................................................................................................... 10
Workflow and Collaboration Features ........................................................................................ 12
Advanced Scorecards Interoperability with WFO ...................................................... 13
Common User Interface and Administration .............................................................................. 13
Scorecards Integrations with Workforce Management .............................................................. 13
Scorecards Integrations with Recording and Quality Monitoring ............................................... 14
Scorecards Integrations with eLearning ..................................................................................... 14
Scorecards Integrations with Speech Analytics ......................................................................... 14
Differences between Basic and Advanced Scorecards ............................................ 15

3
About Verint Witness Actionable Solutions
Verint Witness Actionable Solutions is the leader in analytics-driven workforce optimization
software and services. Its solutions are designed to help organizations capture customer
intelligence, uncover business trends, discover the root cause of employee and customer
behavior, and optimize the customer experience. From contact centers to remote office, branch
and back-office operations, its award-winning, next-generation Impact 360 Workforce
Optimization suite is the industrys most unified solution setfeaturing quality monitoring and
recording, workforce management, speech and data analytics, customer feedback surveys,
performance management, eLearning and coaching. Impact 360 helps improve the entire
customer service delivery network, powering the right decisions to help ensure service excellence
and transform organizations into customer-centric enterprises.

Preface
As contact centers and back office operations have evolved to become more strategic, they are
being pulled in multiple directions. It requires them to simultaneously balance, what can
sometimes be viewed as opposing goals of reducing costs, increasing customer satisfaction and
growth and increasing agent satisfaction. Compounding this is the fact that enterprises have to
serve more sophisticated and educated customers looking for immediate gratification on multiple
media channels concerning multiple services and products.

Addressing these challenges and decreasing the operational costs at the same time requires a
powerful Workforce Optimization (WFO) solution that should also provide a Performance
Management solution.

4
Defining Performance Management
Performance Management is a culture and a continuous, data-driven process. It involves setting
and communicating goals across the organization, and then regularly measuring performance
against those goals. Companies can then take necessary and timely corrective action to change
and align individual behaviors towards the achievement of the organizations goals at the highest
quality and lowest possible cost.

This process should be supported by a Performance Management solution that measures,

analyzes and helps improve performance across a set of Key Performance Indicators (KPIs) that
are aligned with the overall business goals and objectives. The solution should integrate
seamlessly with the organizations environment and IT systems (such as ACDs, HR systems,
and Business Applications) as well as other WFO tools (such as Workforce Management, Quality
Monitoring, Coaching and eLearning).

Impact 360 Scorecards

Impact 360 Scorecards come in two flavors, Basic and Advanced Scorecards. This document
describes Advanced Scorecards. The differences between Basic and Advanced Scorecards are
discussed later on in this document. Either Basic or Advanced Scorecards are included in the
various Quality Monitoring, Workforce Management and Work Optimization packages.

Impact 360 Advanced Scorecards Overview

Impact 360 Advanced Scorecards is a complete Performance Management business application
designed to help contact centers and enterprise back office operations implement and practice
performance management. Advanced Scorecards provide role-appropriate scorecards that
display, on a daily basis, actual performance information compared to goals for pre-defined and
custom Key Performance Indicators (KPI) derived from information provided by ACD, WFM,
eLearning and Quality Monitoring as well as other business systems deployed in the organization.

Advanced Scorecards Benefits

Advanced Scorecards provides several key benefits to the organization. Advanced Scorecards:
Engages the entire workforce
Achieves buy-in from participants by
Providing Transparency
Promoting Understanding
Can be deployed quickly
Aggregates data from different systems (including Impact 360 WFM, QM, CF and
eLearning systems and external systems like the ACD, CRM and HR) into informational
KPIs with context
Comes packaged with pre-defined KPIs related to ACD, WFM, quality and learning
Allows for easy extensibility and maintenance by business users

5
 Brings to focus issues that need immediate attention and potentially further exploration
for root cause
Is an integral part of the Impact 360 Workforce Optimization solution with out-of-the-box
integrations with ACDs, WFM, eLearning, Coaching and Quality Monitoring.

Advanced Scorecards, at a glance, can give you a clear understanding of how your contact
center and/or back-office operation is performingdown to the team and individual employee
level. It allows you to see how your entire operation, specific teams, and individual employees
are performing relative to established goals and their peers. You can also drill down to detailed
metrics on an individual agent or team to further analyze and improve performance.
Advanced Scorecards enable you to:
Compare the performance of any set of employees
Compare the performance of any set of organizations
Create and save multiple views of Scorecards with specific columns and KPIs
View graphical trends and outliers for KPIs and employees
Advanced Scorecards delivers actionable insights into the performance of the contact center.
With it, you can address complex questions such as:
Which agents and teams are performing to expectations?
Where should I spend my coaching time? Which agents? Which teams?
How is one agent performing relative to his peers?
How much did Team B improve since completing the new training course?
How can I improve the accuracy of my forecasts and schedules?
Answers to these questions will help managers and supervisors focus their efforts on a daily
basis to improve the bottom-line operations.

Advanced Scorecards Features

Scorecards Views
Any number of Scorecards can be defined and populated with desired pre-defined or custom
KPIs for each role in the organization. Example: Agent / Employee, Senior Agent, Team Lead,
Supervisor, Manager, Executive, Scheduler, etc. These KPIs can also be pre-defined per sub
organizations (example sales, services and support). The roles and the organizational structure in
Scorecards are defined and configured according to your operational needs and can be changed
as needed.

Advanced Scorecards has a web-based user interface that provides employees and managers
with a consolidated and intuitive view of the performance of themselves, their teams and their
peers. These views include:

6
 My Scorecards presents information summarizing the performance of the employee (such
as an Agent in the contact center) viewing her or his scorecards. The information is
presented for each of the KPIs defined for that employee and - based on the configuration
selected - can include the KPI value, the goal set for that KPI and a visual indication to what
extent did the employee meet the goal for that KPI. In addition the system shows the
employee the trend for that KPI (i.e. has the performance been improving or deteriorating
over the last period of time), as well as his performance with respect to his peers.
The information can be provided on a daily, weekly, monthly, quarterly or annual basis.
Providing this information to employees empowers self improvement on behalf of the employees
side sometimes well before a more formal coaching or learning process can take place.

Employee Scorecards present information to managers summarizing the performance of

specific employees. Performance information can be displayed for any employee the
manager supervises.

7
 Organizational and Team Scorecards present information to managers summarizing the
performance of the organization or team within the organization. Managers, based on their
assigned privilege and scope, can compare performance of multiple organizations. Scores
here represent the average of all the agents who belong to the particular organization. Users
can easily toggle between the organization view and the performance view of an employee
belonging to that organization, as well as drill up and down the organization in order to
explore the performance of a specific team or team member within the organization.

In addition to KPIs of specific employees or organizations, Scorecards can also compare

performance of several employees across a set of KPIs. This provides the manager with Leader
Boards that lists the top performers or Management Coaching List that displays the bottom
performers for a particular KPI or set of KPIs. Depending on the levels of security and
permissions granted, this list may show the names, organization, actual KPI value, goal, and
overall score of the performers. The user can easily sort the information based on the Actual,
Goal or Score for each selected KPI.

History and Trending Graphs display the performance of the organization, team or individual
agent in simple line charts based on the selected periodicity. These charts make it easy to
identify trends over time. Markers or flags for Coaching (C) and eLearning (E) events make it
easy to see performance before and after these events.

8
 Markers clearly identify
time of Coaching [C]
and eLearning [E]
Events on KPI Trends

Key Performance Indicators (KPIs)

KPIs are usually a combination of metrics called source measures. They are computed by
extracting source data measures from various systems and then combining them in calculations
using either pre-defined or user-defined formulae. Advanced Scorecards come pre-packaged
with efficiency and effectiveness KPIs. The standard KPIs are computed by aggregating data
from the ACD and Impact 360 Workforce Optimization components WFM, QM and eLearning.
KPIs have a clear business implication and are quantitative and measurable. They enable contact
center management to effectively communicate with all areas of the organization, align objectives
with the rest of the organization while simultaneously improving productivity at all levels.

Scorecards Performance Score Computing Dimensions

Scorecards data is collected in a Data Warehouse database and is sliced and diced in different
dimensions to be able to analyze the performance of agents and organizations. The hard coded
dimensions are: Employee, Organization, Periodicity, KPI, Objective and Time. One custom
dimension can be added to each KPI as an extensible dimension to provide performance scores
at a higher level of granularity. For example: Users can track the Average Handle Time KPI by
language queue dimension English, French and Spanish and so on.

Modifying Existing KPIs and Creating Custom KPIs

Going beyond the included standard KPIs, Advanced Scorecards provides customers with the
flexibility to create new or add custom KPIs to more closely align with their business needs. New
KPIs can be added in one of two ways:
1. Customers can create new KPIs by using the KPI Editor to either modify the formula used to
calculate existing KPIs or create new KPIs using the existing out-of-the-box source
measures. The KPI Editing training required to do this is included in the implementation
services for Advanced Scorecards.
2. Furthermore, by optionally licensing the Custom KPI Design Adaptor, customers can create
custom KPIs using new source measures brought in from external systems. This typically
requires custom integration services and the use of our well defined and proven generic
interfaces to import the source measures.

9
Once trained the editing, creating and managing of custom KPIs can be handled by non-technical
business users without relying on IT experts or Verint Professional Services. Important to note
that the functionality, analysis and reporting available on the standard KPIs mostly apply to the
custom KPIs as well.
In summary, Advanced Scorecards can be customized by extending it in two ways:
1. Advanced Scorecards + KPI Editing Training (included in Implementation Services)
To modify existing KPIs or create new KPIs using existing source measures
2. Advanced Scorecards + KPI Design Adapter (optional) + KPI Editing Training + Source
Measure Integration Services (custom scoped add-on)
To create custom KPIs using new source measures from external systems

Contextual Displays
Presenting information in the right context is critical before action can be taken on the data
presented. Within a scorecard, a wealth of information is displayed to give you the right context
or perspective.
Advanced Scorecards displays include:
KPI Category lists the KPIs that are part of a particular segment, such as the CEOs Top
KPIs. This display makes the scorecards easy to understand.

10
 Actual indicates the earned score for a KPI over the selected time period. The actual
information is typically presented as a number or percentage, depending on the KPI.
Goal shows the expected score for the KPI for each employee. Different groups of
employees can have different goals. This allows you to manage new hires differently
from tenured agents. Goals can have different effective dates, dates that can be either in
the past, present or future.
Score contains an icon that shows the status of each currently displayed KPI for each
employee. The score can be based on performance compared to goal or performance
compared to a peer group. The score is summarized by default with a smiley face icon:

Icon Description
Green smiling face Excellent. The agent has exceeded the goal by the variance
level or more.
Yellow smiling face Good. The agent has met the goal at the planned goal or within
the variance level toward the direction of the variance.
Brown straight face Average. The agents score is within the variance level, but
away from the direction of the variance.
Orange sad face Poor. The agent missed the goal by the variance level or more.
Red sad face Bad. The score is outside the value range.
Gray face This KPI has no score.

The KPI performance score icons and the corresponding text that appears in the tool tip can
be customized if the users do not like the default smiley face icons.

Scorecards can support KPI actual value scoring or Peer-based scoring. While in actual
value scoring the score of a specific KPI is determined by comparing the KPI value to a goal,
with peer-based scoring the score of the KPI is determined by comparing the percentile or rank
of the employee with respect to peer employees. The peer employees can be defined based on
organization (i.e. all employees of an organization or sub-organization are considered as peers),
Job title (i.e. all employees with the same job title as the employee are considered as peers), or
goal (i.e. all employees with the same goal as the employee are considered as peers). Peer-
based scoring provides a powerful method of managing and measuring the performance for KPIs
for which an absolute-value goal was not established by the organization. Scorecards can contain
a mix of value-based scoring KPIs as well as peer-based scoring KPIs.

Percentile or Rank (X of Y) in Peer Group

11
KPI Score based on Peer Value KPI Score based on Actual Value
Scorecards provide excellent scoring threshold flexibility. The performance variance ranges for
KPI scores can be set either in percentages or in absolute numbers.

Upper
Variance
Goal
Lower
Variance

Arrow indicates the trend of the data; the color of the arrow indicates the desirability of
the trend:
Green arrow is desirable
Red arrow is undesirable
Periodicity represents the timeframes by which the information is summarized. In
addition to being able to configure a date range for observing KPI performance,
Scorecards supports Daily, Weekly, Monthly, Quarterly and Annual periods.

Workflow and Collaboration Features

Assessments and Notes
Advanced Scorecards provide several workflow and collaboration features to aid performance
management. Supervisors and managers can add Assessments to rate agent performance
supported by comments to provide context to the assessment. Supervisors can also add Notes
on KPI performance that can be viewed either by specific agents or broadcast to all agents.

Alerts Learning and Coaching Workflow

Scorecards use the Impact 360 Alerts framework to notify and provide workflow capabilities. The
KPI out of Range Alert rule can be set up to email the appropriate people when KPI scores or
values fall out of range. Through the integration with Impact 360 eLearning and Coaching, this
alert rule can also be set up to assign the appropriate course(s) to agents or assign a coaching
session when KPIs go out of range. Users can also set up Lesson Assignment details including
lesson name, priority and due date. Employees receiving the e-mail can directly link to their
Scorecards to check on more details of their performance.

12
Alerts can also be set up to notify agents when Assessments and Notes have been either added
or updated.

Advanced Scorecards Interoperability with WFO

Scorecards come with powerful integrations to other Impact 360 WFO applications, providing
immediate, out of the box value without the need to invest additional time and effort in these
integrations.

Common User Interface and Administration

Scorecards shares unified administration with other Impact 360 WFO applications such as
WFM, QM, Speech Analytics or eLearning. This implies that all administrative entities such as
users, organizations and roles need to be defined only once, using a common, easy to use
interface, minimizing the administration overhead associated with maintaining multiple, non-
integrated applications.
A scorecard also utilizes a common User Interface with other WFO applications facilitating a
quick and intuitive navigation between the various applications.

Scorecards Integrations with Workforce Management

Scorecards provides out of the box WFM KPIs and Source Measures such as % of
Unavailable Time, Attrition Rate, Service Levels, % Time in various activities, % Time in
Adherence and many more.
After studying an employees Adherence KPI score, a manager can drill directly to the
Workforce Management application and view the employees Adherence screen for
immediate additional details to determine what may be causing an employee to fall outside of

13
 the desired KPI range. Similarly employees can drill down to their My Adherence screens
from their individual employee Scorecards. This workforce optimization integration is just one
of the ways Impact 360 Scorecards delivers a panoramic view of company operations.
Impact 360 Scorecards KPI rank values can be used to rank employees in the WFM
application. This allows schedulers to give employees with a higher performance score
better preferences for desired shifts thereby increasing employee satisfaction.

Scorecards Integrations with Recording and Quality Monitoring

Any quality monitoring form, section within a form, or question can be designated to feed a
scorecard KPI. This facilitates constructing KPIs that are focused at improving specific agent
behaviors or skills (such as First Call Resolution, Up-sell Skills or Customer Retention skills)
by feeding these KPIs to specific observations on these behaviors or skills.
Users can drill down from Agent scorecards to recordings of the agents calls. By listening to
these calls managers can obtain insight into the root cause of poor performance and
understand what needs to be done to improve the agents performance going forward.
Coaching sessions can be automatically scheduled and assigned once KPI values exceed or
drop below some pre-defined thresholds, relieving managers from the need to manually track
agent performance and schedule coaching sessions when agent performance drops below
acceptable levels.
Scorecards results can be attached to coaching sessions, facilitating a more productive and
focused coaching sessions.
Scorecards can plot the agents performance against coaching events, providing a closed
loop performance management and coaching process by which managers can assess the
coaching affectivity on improving the agents performance.

Scorecards Integrations with eLearning

Lessons can be automatically scheduled and assigned once KPI values exceed or drop
below some pre-defined thresholds, relieving managers from the need to manually track
agent performance and assign lessons accordingly.
With the optional Competency-based Learning module, competency levels can be driven by
Scorecards KPIs as well as lesson scores, providing a 3600 view of agent skills. Furthermore,
competency levels can be mapped to and feed Scorecards KPIs.
Scorecards can plot the agents performance against lessons taken, providing a closed loop
performance management and learning process by which managers can assess the learning
affectivity on improving the agents performance.

Scorecards Integrations with Speech Analytics

Speech Analytics categories can be automatically mapped to KPIs. By providing for each
category a KPI that states the % of calls tagged with this category, Scorecards can provide
managers with valuable information on agent, team, contact center and enterprise performance.
Managers, for example, can immediately compare the % of first call resolution between agents
and teams to discover opportunities for improvement.

14
Differences between Basic and Advanced Scorecards
Like Advanced Scorecards, Basic Scorecards also come with pre-defined KPIs that are displayed
in role appropriate scorecards. Basic Scorecards display daily actual scores, let you compare
performance and trends over different periods, view historical graphs and view performance at an
organization, team, sub-team and agent level.
It differs from Advanced Scorecards in the following ways. It does not have:
Goal Setting: Actual scores cannot be compared to goals
Comparison against peers No Leader Boards or Management Coaching Lists
Collaboration features No Notes and Assessments
Extensibility: Does not support the creation and addition of custom KPIs
Basic Scorecards

15