Metric Configuration
Use the Metric Comparison screen to configure which metrics Medallia Agent Connect displays in reports, and which metrics Agent Connect uses to measure Team Member performance. In addition to the Star Rating, you can select from several variations of Net Promoter Score and First Contact Resolution. For more information about these scores, see Scores.
Dashboard metrics
Dashboard metrics are provided by customers when providing feedback about your company, and they appear in Medallia Agent Connect reports. Select the metrics to be used in the Stream, Trends, and Leaderboard reports.
Key metric set
Key metrics are those used to measure the performance of your Team Members in 1:1s and in the Performance Management report. By default, Agent Connect uses four key metrics. To add more metrics (up to 10), click Select Metric.
