Job titles

Job titles are integral to Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.. KPIs are reported based on job titles and you can customize KPI goal values for specific job titles. For example, you can set a lower Average Handle Time (AHT) goal for trainees and a higher AHT goal for senior employees.

Job titles created for an organization are listed on the Job Titles page under Employee Attributes in Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface..

Job titles created for a parent organization are automatically available to its child organizations. Job titles inherited from a parent organization can only be edited, copied, or deleted in the parent organization in which they were created.