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.
|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).|
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 given 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.
- 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
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Bug tickets, updates, and other related articles will be posted here.