Workforce KPI & Analytics
One scorecard the whole operation agrees on.
Available now. Request a guided demo with one of our specialists.
Overview
What Workforce KPI & Analytics does
Workforce KPI & Analytics brings quality scores, adherence, productivity and outcome metrics into one weighted scorecard. Each organisation defines which metrics count, how much they count and what target applies to which team.
Because the inputs come from the connector layer, the scorecard can combine data produced by our applications and by the systems you already run.
- Configurable scorecards
- Target & threshold management
- Performance trending
Key Benefits
Why operations adopt it
End the metric argument
One agreed definition, one calculation, one source for every review conversation.
Fair comparison
Different targets for different teams, campaigns and tenures within the same model.
Visible trajectory
Period-over-period movement, so coaching can be measured rather than assumed.
From scores to explanations
Break a composite score down to the metrics and periods that moved it, so a performance conversation starts from evidence instead of a single number.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Metric library
Define metrics, sources, units, direction and acceptable ranges.
Weighted scorecards
Build composite scores per role, campaign or client.
Targets and thresholds
Set goals and alert bands per team, site or period.
Agent view
Let agents see their own scorecard and where they stand against target.
Leaderboards
Optional ranking by team or campaign, with configurable visibility.
Exports and API
Feed the scorecard into incentive processes and existing BI tools.
Trend and cohort analysis
Compare periods, teams, tenure bands and campaigns side by side to see where performance actually diverges.
Scheduled report delivery
Send a scorecard pack to supervisors, clients or HR on a fixed cadence, in either language.
Use Cases
Where it is used
Incentive programmes
Calculate performance-based bonuses from a transparent, auditable model.
Client SLA reporting
Report agreed performance measures per client from a single source.
Performance review cycles
Give every review the same agreed figures, with the period, weighting and target shown alongside the score.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Scheduled import and export of structured files for systems without an API.
Scheduled extracts into the reporting platform your organisation already uses.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Workforce KPI & Analytics in a working environment.
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