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

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 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. 

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

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