Set goals for evaluators

Contact goals are goals set for evaluators to review, evaluate, or calibrate a certain number of contacts during a configured time frame. The goals are based on a set of criteria (“contact goal classifiers”) and can be configured to be completed by a specific date or on a recurring daily, weekly, or monthly basis.

The selected contacts are added to the assigned evaluator’s contact queue. The evaluator must complete the assigned tasks by the due date to meet his or her contact goals for each period.

By default, a new contact goal has a status of “editable,” meaning it can be edited after it is saved, but can not yet be used. When you are satisfied with how the goal is configured, you can change its status to “active,” meaning that it will now be used in production and will set goals for the configured agents or teams. When a contact goal is active, it cannot be edited.

When you are finished using a contact goal, you can change its status to “inactive.” This status means it will no longer be used in production. Once a goal has become inactive, it cannot be changed back to being active or editable. However, you can copy an inactive goal (as well as editable and active goals) and make the copy editable or active with a different name.

NOTE   Contact goals cannot be deleted. You can just change their status to “inactive.”

You can view all existing contact goals by selecting the “View Contact Goals” option. This displays a summary listing of every goal in the system, sorted by goal ID.

To create or edit a contact goal:

  1. Select the appropriate “What Do You Want To Do?” option.
  2. Type a name for your goal, or select an existing goal from the drop-down list.
  3. Complete the fields as described below.
  4. Click Save.

To copy an existing goal:

  1. Select the “Copy an existing goal” option.
  2. Select the goal you want to copy from the drop-down list. The details of the goal are displayed, with the goal status set to “editable”.
  3. Enter a name for the new goal. You can accept all the details of the goal you copied, or amend them to suit the new goal.
  4. Click Save.