Univerx Workforce
Performance & development
Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.
Building blocks
Performance & development in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Scorecards
A few KPIs per role, with target and trend, visible to the person themselves.
Goals
Personal and team goals with a time frame, agreed rather than imposed.
Coaching
Schedule sessions from within workforce planning, with a reason, a sample conversation and an agreement.
Learning modules
Short units on products, processes and conversation skills, reserved in the plan as learning time.
#From a number to the next step
A KPI on its own changes nothing. Only when it is clear what lies behind it and what happens next does it become development. Performance & development therefore links scorecard, goal, coaching and learning in one flow.
Employees can see their own scorecard at any time. They know what they are measured on and do not learn about a gap only at the annual review.
#A few KPIs people can influence
A good scorecard has three to five values. Each should measure something the person can influence. First contact resolution and the quality score usually belong there. Handling time works better as a team value, because it depends heavily on the request.
#Coaching with a reason
Coaching starts with a reason: an evaluation from quality management, a topic that often goes wrong, or the person’s own wish. The team lead books the session straight into the schedule so it does not come at the expense of coverage.
In the session, the sample conversation, the evaluation and previous agreements are at hand. It ends with a new agreement and a date, linked to a fitting learning module if wanted.
Team leads see more than numbers here. Where conversation analytics is active, it also shows topics on which a team is often unsure. That leads to coaching on content, not only on KPIs.
#Learning as part of the working day
Learning modules are short and concrete: a new product, a changed process, a difficult conversation. They are planned as learning time, not squeezed into breaks. Completions appear in personal development, not on a leaderboard.
If you want to add game elements as well, see Gamification.
Univerx Workforce
The right people at the right time, planned with the team.
One cycle from forecast to coaching: predict contact volume, plan shifts, evaluate quality, develop people. Co-determination is a design goal, not an afterthought.
Quality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
- DSGVO
Gamification
Leaderboards, badges and contests built on real KPIs, as a complement to development, not a substitute. In Univerx configurable for voluntary participation, team scores and co-determination.
- DSGVO
Employee experience
Your own schedule, preferences and development, on the desktop and on mobile. Employee experience in Univerx gives staff self-service for everything that shapes their working day.
- DSGVO
Forecasting
Forecasting predicts contact volume and handling time per channel and skill, from history and from events such as holidays, campaigns or outages. It is where every good plan begins.
- DSGVO
Scheduling
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
- DSGVO
Capacity planning
Capacity planning looks months ahead: how many people with which skills do you need, what does it cost, and what changes when a channel grows or AI agents take over routine requests?
- DSGVO
Frequently asked questions
Which KPIs belong on a scorecard?
You decide that with the teams. A few values people can influence themselves tend to work best, such as quality score and first contact resolution, rather than pure speed figures.
Is coaching time reflected in the schedule?
Yes. Coaching and learning modules are entered as planned activities, so they never disappear unnoticed from coverage.
Does the team lead see everything?
They see what their role grants. What is visible across teams or per person is set by roles and the works agreement.
Related
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
IndustriesRetail & e-commerce
Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
Guides2 November 2026 · 11 min readWorkforce planning in the contact centre: the basics
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
GlossaryFirst contact resolution (FCR)
First contact resolution measures how many requests are settled in the first contact. It is a telling service metric, but it needs a clear definition and measurement across every channel.
GlossaryQuality management (QM)
Quality management in customer service evaluates conversations with fixed forms, aligns evaluators' standards and turns results into coaching. Recording requires consent; evaluation requires the works council's involvement.
GlossaryAverage handling time (AHT)
AHT combines talk, hold and wrap-up time into an average per contact. It is indispensable for staffing, but as a target for individual agents it sets the wrong incentives.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.