Agent Goal

Encourage agent productivity

Use the Agent Goals feature to help keep your team motivated to meet and exceed expectations by setting and displaying target metrics in the Tenfold Analytics dashboard.

After enabling Agent Goals, you can visit the Analytics tab in your dashboard and find links to additional analytics in the Target column. Click on the blue number next to a metric, enter your target number and click OK. The target adjusts based on the timeframe you view in Tenfold Analytics.

Agent Goals details

Enabling Agent Goals allows Tenfold Administrators to set inbound and outbound call volume and duration targets for each team member. To confirm targets and review progress made against targets, admins and end users can simply navigate to the Analytics tab of their Tenfold Dashboard and scroll down to the User Table.

NOTE: Targets will update to reflect the number of calls or call duration that is commensurate with the length of time selected in the date and time picker. For example, if the date and time picker has isolated a single day of analytics, and the target call is set to 2, when the date and time picker is updated to reflect a full week worth of analytics, the target will reflect as 10 (2 x 5 business days).

Configuration

Tenfold Admins can enable the Agent Goals feature by navigating to the Features Tab in Tenfold Admin Dashboard. Scroll down to the feature Agent Goals and click the Enabled or Disabled pill button in the top-right corner to turn the feature on or off.

If you have decided to enable this feature, and would like to set target call volume and duration for your team, navigate to the Analytics tab and scroll down to the User Table. From there, click the call direction to configure first. Look for the Target columns and click the blue number next to the user whose goals you would like to set. Enter the number of calls or call duration (seconds) and then click OK.