Metric Configuration
Configure metrics shown on reports and dashboards.
The Metric Configuration page provides options to configure which metrics Agent Connect displays in reports and uses to measure team member performance.
To access these options, open the Settings page, then select the "Metric Configuration" tile.
Dashboard metrics
Dashboard metrics capture respondents' feedback about your company, and they appear in Agent Connect reports. You can select the metrics to be used on the Stream, Trends dashboards, and Leaderboards in the Dashboard Metrics section.
For the Stream, select two metrics:
For Trends dashboards, select three metrics:
For Leaderboards, select one main metric. Click Advanced Settings to expose addition formatting options for your Leaderboards.
Metric sets
Metric sets are used to measure the performance of your team members in 1:1 coaching sessions and in the Performance report. When creating a coaching session, you can select a metric set to use as a guideline for the discussion. On the Performance report, you can use the Metric Sets filter to update the metrics shown near the top of the page.
The default metric set contains four metrics: Star Rating, QA Score, Percent Positive, and Percent Resolved. You can edit the defaults, or click Create a Metric Set to create additional sets for specific purposes.
The example below shows two custom metric sets (for two tiers of technical support) in addition to the default:
Metric options
The Metric Options section gives you control over the date ranges available to select on the Performance page. You can also select which timestamp is used (created_at or responded_at) for calculating metrics on the Stream, Trends dashboards, 1:1 coaching sessions, and the Performance page.
