Objective

Set the goals used when comparing agent performance in reporting.

Environment

  • You have Admin access to Reporting Settings.
  • The agents are enabled for staffing and their KPI model is configured.

Resolution

  1. Open Settings and select Reporting.
  2. Review the KPI Model tab to confirm which metrics and weights apply. A model determines how raw values become metric scores and a Total Score.
    The KPI Model sets which metrics contribute to the score, how thresholds map to scores, and whether score bands determine ratings and bonuses. This example shows model setup before editing an individual agent’s targets. Select the image to inspect it at full size.
  3. Open Agent KPI Targets. Locate the staffable agent whose goal you want to change.
  4. Enter the relevant targets, including solved volume, CSAT percentage, and time targets where shown. Solved and time targets cannot be negative; CSAT must be between 0 and 100.
  5. Save the agent’s targets, then review the KPI Scorecard for an appropriate reporting period to confirm the goal comparison reads as intended.
    Note: Check the comparison period

    A target is useful only when the scorecard period and model match the question you are reviewing.

Changing a target changes the comparison context. Check the model and period before drawing conclusions from scores or trends.