Set Target Metrics

Target metrics help set benchmarks for assessing work efficiency and tracking achievement of set goals. This instruction will show how to configure target indicators for key contact center work metrics.

When Needed

  • You need to set target values for key efficiency indicators.
  • You need to configure KPIs for tracking goal achievement.
  • You want to compare actual results with planned indicators.
  • You need to configure standard values for service metrics.

What's Important to Know

  • Target metrics — planned indicator values to strive for.
  • KPI — key performance indicators that measure work success.
  • Target metrics are used to compare with actual results in reports.
  • Metrics are configured in the Statistics settings section.

Prerequisites

  • You are logged in with administrator or analyst rights.
  • You have access to Statistics module settings.
  • You have identified target values for key indicators.

Step-by-Step Instructions

  1. Go to Statistics module settings via Settings -> Statistics Settings.
  2. Go to the "Targets" or "Target Metrics" section.
  3. Select the metric for which you need to set a target value, or create a new one:
    • Click "Add Metric" or "Create Target Metric".
    • Enter the metric name (for example, "Average Response Time", "CSAT", "Number of Requests").
  4. Set the target value for the metric:
    • Enter a numeric value that is a benchmark for achievement.
    • If needed, specify units of measurement (seconds, percentages, count, etc.).
  5. Save settings — click the "Save" or "Create" button.

What Happens After

The target metric is created and appears in the target indicator list. It will be used in reports and dashboards to compare actual results with planned values.

How to Verify It Worked

  • Check that the metric appears in the target indicator list in settings.
  • Go to the report or dashboard and make sure target values are displayed next to actual ones.
  • Check that the value is set correctly.

Other Methods

  • You can create multiple target metrics for different indicators.
  • Metrics can be edited or deleted after creation.
  • For different periods, you can set different target values.