Manage Ranking Criteria

Updated 

3 days ago

The Ranking Criteria module helps Workforce Managers create consistent, data-driven workflows to evaluate and rank agents based on performance. Using standardized metrics, such as average handling time (AHT) or Schedule Adherence, managers can define how each metric is measured, weighted, and scored. The Ranking Criteria is then applied uniformly across Users/User Groups to generate fair, transparent rankings in Shift Bidding.

With configurable metrics and support for tiebreakers, Ranking Criteria ensures that agent comparisons are reliable and repeatable, while providing managers with clear insights into top performers.

This section outlines the essential steps for managing Ranking Criteria, including:

  • Understanding Ranking Criteria Record Manager

  • Create Ranking Criteria

  • Ranking Criteria Simulations

  • Edit Ranking Criteria

  • Clone Ranking Criteria

  • Delete Ranking Criteria.

Ranking Criteria Record Manager

The Ranking Criteria Record Manager is the central workspace for creating, editing, and managing Ranking Criteria within Workforce Management. It enables you to create new Ranking Criteria, view all existing Ranking Criteria shared with you, and run simulations to test configurations.

Navigate to Ranking Criteria Record Manager

Prerequisites for accessing the Ranking Criteria Record Manager:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View permission under the Ranking Criteria section in the Workforce Management module.

Follow these steps to navigate to the Ranking Criteria Record Manager:

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  1. Go to the Workforce Manager Persona App on the Launchpad.

  2. Select Settings from the Left Pane to open the Governance page.

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  3. Select Ranking Criteria to open the Ranking Criteria Record Manager.

The Ranking Criteria Record Manager displays details of existing Ranking Criteria, organized into the following columns:

Column

Description

Ranking Criteria Name

The name of the Ranking Criteria.

Apply To

The module(s) where the Ranking Criteria is applied, such as Shift Bid.

Metrics

The performance metrics used to rank agents within the Ranking Criteria.

Created By

The user who created the Ranking Criteria.

Created On

The date and time when the Ranking Criteria was created.

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Create Ranking Criteria

Prerequisites for creating Ranking Criteria:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View and Create permissions under the Ranking Criteria section in the Workforce Management module.

Follow these steps to create Ranking Criteria:

  1. Navigate to the Ranking Criteria Record Manager.

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  2. Click the Create Ranking button at the top right to open the creation form.

  3. Fill in the required fields on the Ranking Criteria Details page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

    Ranking Criteria Details

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    1. Ranking Criteria Name: Enter the name of the Ranking Criteria. (Required)

    2. Description: Briefly describe the Ranking Criteria.

    3. Apply To: Select Shift Bid. (Required)

  4. Click the Next button at the bottom right to open the Metrics page.

  5. Fill in the required fields on the Metrics page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

    Tie-Breaking

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    1. Tie-Breaking Method: Choose the mechanism to resolve ranking conflicts when two or more agents have the same score. (Required)

      The following options are available:

      1. Request Submission Time: Resolves ranking conflicts based on when agents submitted their requests. Agents who submit earlier are given higher priority.

      2. Metric Priority Order: Resolves ranking conflicts using the priority of metrics configured in the Metrics field below. For example, if the metric priority is set as Average Handle Time > Schedule Adherence > Occupancy %, then:

        1. Agents with better Average Handle Time are ranked higher.

        2. If tied, Schedule Adherence is considered next.

        3. Finally, Occupancy % is used as the last tiebreaker.

    Metrics

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    1. Metric: Select the metric to be used to rank agents. (Required)

      The following standard metrics are available:

      1. Average ACW Time

      2. Average Case Processing Time

      3. Average Case Processing Time (Per Case)

      4. Average Handle Time

      5. Average Hold Time

      6. Average Inbound Ring Time

      7. Average Talk Time

      8. Conformance

      9. FCR % (First Contact Resolution) (Agent)

      10. Occupancy %

      11. Schedule Adherence.

        Note: To use existing Custom Field as a metric for ranking agents, please submit a request at tickets@sprinklr.com and provide the required list of Custom Fields.

    2. Value Direction: Select whether a higher or lower value of the chosen metric should receive higher priority during ranking. Available options are Lower is better and Higher is better. (Required)

      For example, if the selected metric is Average Handle Time and you choose Lower is better, agents with a lower AHT will be ranked higher. Conversely, if the metric is Schedule Adherence and you choose Higher is better, agents with higher Schedule Adherence will be prioritized.

    3. Weightage: Assign a weight to the metric based on its importance in the ranking process. (Required)

      Note: The combined weight of all metrics in the Ranking Criteria must equal 100%.

    4. Date Range: Specify the date range(s) for which data should be considered for the selected metric in the Ranking Criteria. (Required)

      For example, if you want to rank agents based on Average Handle Time for the last quarter, set the date range from October 1 to December 31. Only data within this range will be considered in the ranking calculation.

  6. Click the +Metric button to configure multiple metrics within the Ranking Criteria.

    Note: If Metric Priority Order is selected in the Tie-Breaking Method field, you can rearrange the metrics by dragging them using the six-dot icon. This sets the priority sequence for resolving conflicts.

  7. Click the Next button at the bottom right to open the Share Settings page.

  8. Fill in the required fields on the Share Settings page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

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    1. Visible in all workspaces: Select this checkbox if you want the Ranking Criteria to be visible to all users in all available Workspaces.

    2. Workspaces: Select the Workspace(s) in which you want the Ranking Criteria to be visible. This field is accessible only if the Visible in all workspaces field is not selected.

    3. User/User Groups: Select the User(s)/User Group(s) you want to share the Ranking Criteria with. This field is accessible only if the Visible in all workspaces field is not selected.

  9. Click the Create button at the bottom right to save the details and create the Ranking Criteria.

This completes the process of creating Ranking Criteria with the specified configurations.

Ranking Criteria Simulations

The Ranking Criteria simulation feature allows you to test how a Ranking Criteria configuration will rank agents before applying it in a live scenario. By running a simulation, you can validate metric weights, tie-breaking rules, and overall ranking logic to ensure accuracy and fairness. You can run multiple simulations for the same Ranking Criteria using different groups of agents, making it easy to compare outcomes and fine-tune your settings for optimal results.

Run Ranking Criteria Simulation

Prerequisites for running Ranking Criteria simulations:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View and Simulate Ranking permissions under the Ranking Criteria section in the Workforce Management module.

  • Relevant Ranking Criteria must be shared with you.

Follow these steps to run Ranking Criteria simulation:

  1. Navigate to the Ranking Criteria Record Manager.

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  2. Click the vertical ellipsis (⋮) icon corresponding to the Ranking Criteria to show a list of options.

  3. Select Run Simulation to open the Run Ranking Simulation window.

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  4. Fill in the required fields on the Run Ranking Simulation window. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this window:

    1. Simulation Name: Enter the name of the simulation instance. (Required)

    2. User/User Groups: Select the User(s) and/or User Group(s) to be considered for the simulation. (Required)

  5. Click the Simulate button.

You will receive a toast notification confirming that the simulation request has been submitted. It will transition to Processing state and once the simulation is complete, a platform notification will inform you that the results are available.

This completes the process of running Ranking Criteria simulations.

View Simulation Reports

After running a simulation, you can view a detailed report that shows how agents were ranked based on the configured criteria. The report includes the final ranking order for the selected group of agents, each agent’s cumulative score, and their individual scores for every metric for the Ranking Criteria. Additionally, simulation results can be exported for further analysis.

​Prerequisites for viewing Ranking Criteria simulations reports:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View and Simulate Ranking permissions under the Ranking Criteria section in the Workforce Management module.

  • Relevant Ranking Criteria must be shared with you.

  • The simulation must be in the Completed status.

Follow these steps to view Ranking Criteria simulation report:

  1. Navigate to the Ranking Criteria Record Manager.

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  2. Click the vertical ellipsis (⋮) icon corresponding to the Ranking Criteria to show a list of options.

  3. Select Simulation Reports.

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  4. Click the View Results (Eye icon) button corresponding to the simulation instance. This button will be inaccessible if the simulation is in Failed or Processing status.

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This will open the detailed Simulation Report with the final ranking order for the selected group of agents, each agent’s cumulative score, and their individual scores for every metric.

To export the simulation report as a spreadsheet, click Export at the top-right corner of the page. This opens the Export Simulation Results window.

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Enter a name for the export file in the File Name field, then click Export. A toast notification will confirm that your export request has been submitted.

Edit Ranking Criteria

By editing Ranking Criteria, you can update an existing configuration without creating a new one. You can modify metrics, weights, tie-breaking rules, and other settings to ensure the criteria remain aligned with your business goals.

​Prerequisites for editing Ranking Criteria:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View and Create permissions under the Ranking Criteria section in the Workforce Management module.

  • Relevant Ranking Criteria must be shared with you.

Follow these steps to edit a Ranking Criteria:

  1. Navigate to the Ranking Criteria Record Manager.

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  2. Click the vertical ellipsis (⋮) icon corresponding to the Ranking Criteria to show a list of options.

  3. Select Edit.

  4. Update the necessary details for the selected Ranking Criteria. The fields are the same as those used when creating a Ranking Criteria.

  5. After entering the updated details, click the Save button at the bottom right to save the Ranking Criteria with new details.

This completes the process of editing Ranking Criteria.

Clone Ranking Criteria

The Clone Ranking Criteria option lets you create a copy of an existing configuration. This is useful when you want to reuse a proven setup but make slight adjustments without starting from scratch. Cloning saves time and ensures accuracy by leveraging existing configurations.

Prerequisites for cloning Ranking Criteria:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View and Clone permissions under the Ranking Criteria section in the Workforce Management module.

  • Relevant Ranking Criteria must be shared with you.

Follow these steps to clone a Ranking Criteria:

  1. Navigate to the Ranking Criteria Record Manager.

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  2. Click the vertical ellipsis (⋮) icon corresponding to the Ranking Criteria to show a list of options.

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  3. Select Clone to open the Clone Ranking window.

    The name of the cloned Ranking Criteria will default to "Clone of Original_Ranking_Criteria_Name", which you can modify as needed.

  4. Click Edit to create an exact copy of the original Ranking Criteria, or click Edit and Clone to create a copy with modifications.

This completes the process of cloning Ranking Criteria.

Delete Ranking Criteria

By deleting Ranking Criteria, you can to remove configurations that are no longer needed. Deleting outdated or unused criteria helps keep your workspace organized and prevents confusion when selecting active configurations.

Prerequisites for deleting Ranking Criteria:

  • Workforce Management must be enabled for the environment.

  • You must have access to the Workforce Manager Persona App.

  • View and Delete permissions under the Ranking Criteria section in the Workforce Management module.

  • Relevant Ranking Criteria must be shared with you.

Follow these steps to delete a Ranking Criteria:

  1. Navigate to the Ranking Criteria Record Manager.

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  2. Click the vertical ellipsis (⋮) icon corresponding to the Ranking Criteria to show a list of options.

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  3. Select Delete and click the Delete button on the Delete Ranking window. This action cannot be undone.

This completes the process of deleting Ranking Criteria.

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