Metric Creation

What is the first requirement we need to have when creating a metric?

• Abbreviated name for the metric.

• Metric definition or what the customer is looking to measure with the metric

• Access to the reporting set tab

• Objective for the metric

What type of metrics can we create in Performance Management?

• Count, Normalized, Sweet Spot

• Standard Metric, Calculated Metric, Real Time metric.

• Complementary, Adjacent, Isosceles

• Average, Count, Time

Can we recalculate calculated metrics?

• No

• Yes

If we add the Max option in aggregiation what value is the metric going to show?

• The range of the max-min values.

• The range of the min-max values

• The single highest value.

• The single lowest value

Walk us through the steps of metric creation?

• 1.We need to add metric name and abbreviation. 
  2.We also need to add a description. 
  3. We need to decide at what level the metric can be filtered.
  4. We need to add the metric to an exsiting or new category
  5. Add Metric direction
  6. Select agregation
  7. Format Type
  8. Select if it's a standard or calculated metric. 
  9. Assign Metric
  10. Save

• 1. 1.Add Metric direction
     2. Select agregation
     3. Format Type
     4. Select if it's a standard or calculated metric. 
     5. Assign Metric

  2. 6.We need to add metric name and abbreviation. 
     7.We also need to add a description. 
     8. We need to decide at what level the metric can be filtered.
     9. We need to add the metric to an exsiting or new category
     10. Save

• 1. 1.Select agregation
     2. Format Type
     3. Select if it's a standard or calculated metric. 
     4. Assign Metric

  2. 5.We need to add metric name and abbreviation. 
     6.We also need to add a description. 

  3. 7.Add Metric direction

  4. 8. We need to decide at what level the metric can be filtered.
     9. We need to add the metric to an exsiting or new category
     10. Save

Can we filter metrics at all levels?

• We have metrics that can only be filtered sometimes by Employee Group, but always Call group. We have a small group of metrics that can be filtered by both levels.

• We have metrics that can only be filtered always by Employee Group, but sometimes Call group. We have a small group of metrics that can be filtered by both levels.

• Always and it will always show data

• We have metrics that can only be filter by Employee Group, or Call group. We have a small group of metrics that can be filtered by both levels.

Can you mention metric format types available?

On which type of scenarios do we need to recalculate a metric?

• On rollover of a new 12 hour period.

• When we create a new calculated metric or we edit a calculated metric.

• When adding new data to the reporting set.

• When we create a new standard metric or we edit a standard metric.

What does it mean when a metric has a lock icon?

• This metric won't appear on the metric selector

• The metric is part of a standard set of metrics

• The metric is part of a calculated type

• This metric can't be modified

Can you explain Metric Directon "Up" means?

• Goal/objective is to decrease metric value. Lower the better

• Goal/objective is to increase metric value. Higher the better

• The metric is only good when used on top of other widgets

• The metric will always show at the top of the metric selector alongside other up metrics