Job titles

Job titles are integral to Scorecards. 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.

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.

Related topics 

Profile configuration settings

Create or edit a job title

Copy an item to another organization

Delete a job title

Related information 

Goals and KPIs in Scorecards Scorecards Administration Guide

Scorecards alert rules Framework Administration Guide