Agent Goals

The Agent Goals report provides a direct measure of an Agents performance and their efficiency in obtaining the defined goals.

Intended Use

There are a number of key metrics when monitoring an Agents performance. The Agent Goal report is designed to bring these key measures together in a single snapshot.

Setting Goals and measuring progress towards those goals allows a Campaign manager to motivate and measure an Agents performance. Goals are normally defined to measure 'sales', 'appointments set' or any other valued outcome of a campaign.

Whilst achieving targets is important, the efficency achieved whilst obtaining those goals is also important. Two key metrics are the amount of Time it takes the Agent to achieve those goals and the number of leads consumed to achieve the goals.

'Talk Time' is a key factor in understanding an Agents efficiency. Agents who are either spending too little or to much time on a call are not operating efficiently.

The Conversion rate provides a measure of the number of leads an Agent consumed to achive the set targets. A high conversion rate is the sign of an efficient agent. It should however be remembered that the conversion rate is also a measure of the quality of the leads. Conversion rates should never be measured in isolation but rather compared to other team members working on the same Allocation.

Filters

Date Range
Campaign Template
Campaign
Allocation
Goal

Columns

Agent

Goal Target

Actual

Goal Perf.

Connected

Conversion %

Talk Time

Avg. Talk Time

Max. Talk

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