Performance Management

Track, analyze, and enhance agent performance
using role-appropriate scorecards

The Verint® Impact 360^® Workforce Management and Quality Monitoring solution packages come with built-in contact center agent performance management functionality that can enable you to track and analyze the performance of agents, groups, and your contact center as a whole. Role-appropriate scorecards and an extensive set of predefined key performance indicators (KPIs) can help all levels of the organization see how they’re performing against their goals. 

Impact 360 Performance Management for Back-Office
Performance Management can help back-office operations more accurately measure and improve workforce performance by defining key performance indicators/KPIs and by using comprehensive back-office data to populate performance scorecards that assess employee performance against KPIs.  Impact 360 Performance Management is fully integrated with other Impact 360 Back-Office Solutions, including Volume and Data Capture, which can gather performance data from virtually all of your back-office systems, as well as from electronic logs and files, and Forecasting and Scheduling. This integration provides Impact 360 Performance Management with richer, more comprehensive data for assessing performance, identifying skill gaps, and measuring improvement.

All information is based on Verint's 5th-Generation, Impact 360^® Workforce Optimization Suite.

Features & Benefits

Impact 360 Performance Management Scorecards

Impact 360 Performance Management Scorecards offer a complete performance management solution designed to allow organizations to more effectively engage the entire workforce. The solution can aggregate data from different systems found in contact centers and back-office operations into KPIs with context and help introduce objectivity into coaching sessions by presenting performance data as metrics.  With  Performance Management Scorecards, your contact center and other areas of the organization can do far more than merely measure agent performance. The closed-loop system for developing key performance indicators that are meaningful to your business can help foster agent behaviors in your contact center that are tied to business goals.

Impact 360 Performance Management Dashboard

Impact 360 Performance Management includes sophisticated performance analytics that integrate and analyze data from a variety of systems across the enterprise. Performance Management presents this data in an executive dashboard to help management identify areas of improvement and drive operational excellence. The dashboard features business process, compliance and performance intelligence and displays alerts when performance in key areas drops below acceptable levels. Executives can then drill down by department, team, or individual to determine the causes of unacceptable performance levels.