Goals configuration

Defining measurable and achievable goals will help your teams stay motivated.

Click on the “Goals” left panel to access each activated category and their indicators.

Note that goals results are based on monthly metrics

Find the indicator you’re looking to improve
Understand your results:
- current result → latest completed month
- previous month result → penultimate completed month
Define or adjust goal of following month. Value is automatically saved.

Indicators that should be increased:	CSAT NPS Resolution rate Success rate of SLAs First Contact Resolution Rate (FCRR)
Indicators that should be decreased:	Average time to first response Average Resolution Time (ART) Customer abandonment rate Average number of exchanges Ticket recategorization Request Reopenning Rate

There is no history records of defined goals. Only current value is available.