Goals

Goals

Goals allow you to set targets based on call outcomes for Agents, Allocations and Campaigns.

Goals provides a direct measure of an Agents performance and their efficency in obtaining the defined goals.

Intended Use

There are a number of key metrics when monitoring Campaign performance. Campaign Goals are designed to bring these key measures together.

Setting Goals and measuring progress towards those goals allow a Campaign Manager to motivate and measure Agent 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. 

The 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.

Goals can be viewed via the Agent Goals and Campaign Goals report as well as via a number of the Live Data Tiles.