Goal Performance Dashboard

Description

This report shows each of the Goals for a particular assignee being reported on.  It shows the actual result against the goal that was initially set.  The contributions are broken down by Team and by Agent in the data chart below.

Preview

Goal_Performance_Dashboard.png

 

Filters

Name

Type

Required

Description

Select Month   Single Select Yes The name of the month that you wish to view.
Select Year Single Select Yes The year that you wish to view.
Report On Single Select No View the Goal and Actual results for a Company, Team, or Agent.
Metrics Multi Select No Select which metrics to view goal and actual results (defaults to all metrics).


Data Dictionary
 

Goal vs Actual Visualization - Indicators

Primary Value: The value in the center of each metric is the Actual result of the particular assignee to this goal.

Secondary Value (Bold): The small bolded value is the Goal that was give to the particular assignee.

Secondary Value (Regular): The small value in parentheses is the variance between the actual result and the goal that was set for this particular assignee. 

Color:

  • Green indicates that the assignee exceeded the expectations set for this metric on this month/year.
  • Red indicates that the assignee failed to meet expectations set for this metric on this month/year.
  • Yellow indicates that a goal was set on this metric for this assignee, however there were no contributions that occurred towards this metric at the current time.
  • Grey indicates that no goal was set on this metric for this assignee on this month/year.

Contributions to Actual - By Teams and By Agents

Column Name Data Type Description Example
Name String The name of the Team or Agent that contributed January 2018
Call Accuracy Percent Percent The Call Accuracy Percent realized by this specific contributor. 100.00%
Call Scoring Percent Percent The Call Scoring Percent realized by this specific contributor. 88.89%
Conversion Percent Percent The Conversion Percent realized by this specific contributor. 4.35%
Average Handle Time Duration The Average Handle Time duration realized by this specific contributor. 5:45
Outbound Revenue Number The Outbound Revenue realized by this specific contributor. $1,800.00
Total Revenue Number  The Total Revenue realized by this specific contributor. $6,800.00

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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