Metrics are indicators used to evaluate specific aspects of service. In this context, they measure service elements delivered by a specific employee.
How metrics are calculated
Each metric is based on one or more specific questions that evaluate a service aspect related to the employee.
For example, if you are evaluating Gabriel’s work (a therapist), the calculation will be based only on questions such as those related to the quality of his service.
To include a question in a metric calculation, the question must have the relevant metric selected in “Metric Assignment”.
Assigning a metric to a question
To learn how to assign a metric to a question 👇
Metric score conversion
A metric score is calculated as the average of all ratings received, converted to a 100-point scale.
For example:
If Gabriel receives only 1/5 ratings (lowest score), the result is 0/100.
If Gabriel receives only 5/5 ratings (highest score), the result is 100/100.
If Gabriel receives only 3/5 ratings (midpoint score), the result is 50/100.
Where employee metrics appear
Employee metrics are shown in the employee report and in the individual employee report.
To access employee reports, click “Reports” in the left menu, then open the “Employee Report” tab.
Here is an overview of the metrics in an individual employee report:
If you have any questions, feel free to contact us via the chat.