Visualizing Objectives in CXone Dashboard widgets

Objectives are created for metrics to track performance, and integrated into Dashboard's metric widgets. Different performance ranges are defined for the objectives, that are visually represented through different colors in the widget columns, and a different level of performance.

You create an objective for team A’s After Call Work (ACW) time with four performance ranges.

  • Red is for ACW over 5 minutes

  • Yellow is for 4-5 minutes

  • Green is for 2-4 minutes

  • Blue is for less than 2 minutes.

You use the KPI widget in Dashboard to keep track of this objective. You select the ACW metric and your team in the widget settings. The color code displayed in the widget shows you how well your team is doing. This makes it easy to see and manage your team’s performance.

Keep in mind:

  • Objectives are displayed only in Gauge, Metric Summary, Leaderboard, KPI, KPI Trend, and Metric Interval widgets in Dashboard.

  • When setting objectives for a metric, it’s important to consider the Employee Groups and Call Groups that the data applies to. The objective you set should align with these groups. If there’s a mismatch, such as a skill metric with a point of contact objective, the objective will not be displayed in the widget.

  • The visibility of your objective on Dashboard depends on your filters you apply in the widget settings. If you select the same Metric, Metric Date, Employee Group, and Contact Group as your objective, it will be displayed.

  • When selecting a count metric for widgets, you can choose to display it for a day, week, or month. However, if you want to see the objectives in the dashboard widgets, it is recommended to select today, yesterday, seven days, or 30 days. Custom ranges or 90 days won’t show objectives in widgets because the data cannot be easily aggregated.

  • If you set thresholds for the same metrics as your objectives in Dashboard’s metrics widget, , the defined thresholds will be displayed instead of the objectives.

  • For the count metric, the 90-days dashboard filter is non-functional.

  • For the normalized metric, the date filter does not affect it, as the normalized objectives remain consistent over time, regardless of the date range selected.

  • When you update objectives for either count or normalized metrics, the system effectively splits the objective into two parts. The original objective continues to apply to the data collected up until the date of the update. After the updates, a new version of the objective will be applied, starting from the updated date. If an objective is deleted, it remains relevant for the data collected until the day before it was deleted. However, it will not apply to data collected on the day of deletion and onwards.

    Objective A is created on January 1st, 2024, and then it is updated on February 28th, 2024. The system will then consider two versions of this objective:

    • Objective A applies to all data from January 1st until February 27th, 2024.

    • A new version, let's call it Objective A1, that applies to all data from February 28th, 2024 onwards. If Objective A1 is deleted on March 15th, 2024, it will still apply to data collected from February 28th until March 14th, 2024. However, it will not apply to the data collected on March 15th, 2024 or any date after the deletion.