Objective

Set the agent-specific goals displayed on each agent’s My Performance page.

Environment

  • You have Admin access to Reporting Settings.
  • The agent appears in the Agent Targets list.

Resolution

  1. Open Settings and select Reporting.
  2. Open the Agent Targets tab. This page lists goals separately for each agent and shows which targets appear on their My Performance page.
    Agent Targets lists per-agent Solved / Day and CSAT % goals for My Performance. Agent names are anonymized; target values are retained as examples. Select the image to inspect it at full size.
  3. Find the agent and enter a Solved / Day target, a CSAT % target, or both. Use a nonnegative solved target and a CSAT target from 0 to 100.
    Note: No target is different from zero

    Leave a target unset when no goal applies. An unset value is not a zero target.

  4. Select Save on that agent’s row. Repeat for each agent whose targets you want to change.
  5. Open Reporting and select My Performance. Choose the same agent and confirm the targets appear with that agent’s results.

The Agent Targets tab does not change the shared KPI model’s weights or scoring thresholds.

For help interpreting score comparisons, see How To Read The KPI Scorecard.