Configuring and Editing Advanced Goals for a Metric

Setting goals allows you to measure performance against performance targets. You can gain richer information from the metrics used in tickers, dashboards and scorecards by setting goals at different levels. For more information, see Metric Goals Overview.

The following information is for Advanced Goals. For information about Basic Goals, see Configuring and Editing Basic Goals for a Metric.

Configuring Advanced Goals

You can use the options in the left pane to narrow the list of existing advanced goals displayed in the Goal Manager.

1. Select Performance Management → BI Designer and click the Goals icon (indicated by a graph) in the left panel.
2. Click the Advanced Goals tab.
3. Click Add New Goal.
4. Click the type of goal you want to set: Agent, Group, or Company.
5. For Time Period, select one of the following from the drop-down list: Day, Week, Month, Quarter, or  Calendar Year.
6. Enter the measureA simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc. for the metricCalculates a measure for the various intervals of time and various roll-up combinations. The formula to create a metric is: a measure plus the keys for “what” and “when.” on which you want to set a goal. You can enter one or more keywords if you don't know the measure name. Use the Hint button if you're not sure.
7. Locate the metric you want to use and click the Add icon.
8. Click Next.
9. Use the date drop-downs, date selectors, or both to configure start and end dates for the goal. If you want to apply the advanced goal for an indefinite period, clear the Specify Range checkbox.

If you are using metrics with goals on scorecards, be sure the goal period correlates with the active dates for the metric (see Creating Metrics) and the time period of the scorecard (see Creating Scorecards).

10. If you are creating a goal for an agentThe person or people taking the inbound calls. or groupA definable collection of users. metric, specify the Agent or Group field. If you are creating a goal for a company metric, you can disregard this step.
11. For Target Value, enter the desired threshold value for the goal.
12. For Variance Type, select one of the following from the drop-down list: Absolute or Percentage.
13. Enter a Variance Value. Metrics are considered to be “At Goal” if they fall within a range of the Target Value plus / minus the Variance Value. For example, if the target value is 90, and the variance value is 3, then a metric value of 87-93 would be considered “At Goal.” Entering a value of 0 ensures that only metrics exactly meeting the target value are considered to be “At Goal.”
14. Click Save Goal.

Editing Advanced Goals

Over time, you might want to edit, or change, an advanced goal to set different target values for different periods. For example, you may want to set targets higher for periods of historically heavy volume, different seasons, or known busy times.

If the metric you select already has an advanced goal defined, and that goal has not reached the end date (or has no end date), the system automatically closes the period and creates a new version of the goal that reflects the changed values.

1. Select Performance Management → BI Designer and click the Goal icon in the left panel.
2. Click the Edit icon for the goal you want to edit.
3. Revise the settings as needed.
4. Click Save.