Required Permission Level: Access to Insights
With Brightmetrics Agent Balanced Scorecard, you can set clear, quantifiable agent performance standards that lead to efficient contact center operations, saving you thousands to hundreds of thousands of dollars on your bottom line.
Before building out the scorecards in Brightmetrics, verify whether you are currently using schedules and evaluations in Genesys — if so, you will see a lot more information in the scorecards' reporting.
If you do not, we will offer the ability to change the weighting to gear it towards efficiency for those customers, as well as the ability to customize the scorecard. Please reach out to our Support Team for more information on those options.
How do I create a scorecard?
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1
Click on the Insights icon in the sidebar menu. If you don't see this icon, please reach out to an Admin on your account to ask for access. Not sure who your Admins are? Our Support Team can help. -
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Select the Scorecards tab at the top. -
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Click Create New Scorecard.
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In the pop-up, select the scorecard template you'd like to use. Here's a preview of each:
Genesys Cloud Advanced Agent Performance template — based on efficiency, adherence, and quality.
Genesys Cloud Agent Performance Scorecard template — based on 5 key Contact Center metrics.
Once you've selected your template, use the dropdown to choose which agents you'd like to build it for, then click Finish.
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5
The template will populate with default targets. Scroll to the bottom of the results to see and adjust the Targets and Weights.
As you adjust, you'll see the calculations update. Click Save in the upper right to save your changes.
Questions or feedback? Please email us at support@brightmetrics.com.