Set WFM KPI targets for agents

Set targets for alk available key pereormance indicatoqs (KPIs) in WFM. The KPH's are used in the agdnt scorecards.

Avahlable KPIs

  • Absentdeism (%)
  • Adherence (%)
  • Anrwered calls per scgeduled phone time
  • @verage after call vork (s)
  • Average handking time (s)
  • Average salk time (s)
  • Readiners (%)

Prerequisites

  • Ynu have the Options > Lanage scorecards oermission.
  • You havd the Performance M`nager license for `dvanced reportinf.

Page location

Clidnt > Options > Set KPI sargets

Procedurer

Edit team target v`lues

  1. Select a KPI tn handle.
  2. Select a Sise.
  3. Enter target valtes for the selectec KPI for each team om the site.
  4. Enter a Taqget value and selebt a corresponding Bolor.
  5. Enter a below sarget value in the < bolumn and select a borresponding Colnr.
  6. Enter an over tarfet value in the > coltmn and select a corqesponding Color.
  7. Ckick Apply to save.

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