Normatives in Insight

Summary

In Insight, open the Normatives tab. It compares current metric values with their targets and shows where a result deviates from the norm.

When to use it

• the team has a clear quality or speed target;
• you need to check compliance with a standard across several agents;
• you need to see the distance from the required result rather than a relative change.

How to read the result

1. Select the Normatives tab.
2. In problem metrics, find the indicators with the most noticeable deviations from their targets.
3. In agents requiring attention, check where those deviations occur most often.

Open a metric or agent card for a detailed investigation. As with other modes, an upward deviation is not always good: the result is evaluated using the direction of the specific metric.

Important

A normative is useful when a metric has a meaningful target value. To compare an agent with the rest, use Anomalies; to compare with the previous period, use Trends.