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

Configuring Basic Goals

  1. Select Performance Management → BI Designer and then click the Goals icon (indicated by a graph) in the left panel.
  2. Click the Basic Goals tab.
  3. Click Add New Goal.
  4. Enter the measureClosedA simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc. for the metricClosedCalculates 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.
  5. Locate the metric you want to use and click the Add icon.
  6. Click Next.
  7. For Target Value, enter the desired threshold value for the goal.
  8. For Variance Type, select one of the following from the drop-down list: Absolute or Percentage.
  9. 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”.
  10. Click Save.

Editing Basic Goals

You can edit, or change, a basic goal at any time. When you do this, metrics are recalculated according to their individual schedule.

  1. Select Performance Management → BI Designer and then click the Goal icon in the left panel.
  2. Click the Basic Goals tab.
  3. If you want to, use the filtering tools in the left panel to limit the list of displayed measures.
  4. Locate the measure for the goal you want to edit and click the Edit icon.
  5. Revise the settings as needed.
  6. Click Save.