Create mini-goals in Performance Management

Mini-goals serve as short-term targets to track progress toward a larger objective and are set up in the coaching system. When you set mini-goals you are setting specific targets that are displayed as numerical values you can track throughout an agent's coaching journey. Coaches use coaching sessions to discuss and make incremental progress towards established mini-goals. Mini-goals can be in one of three states: In Progress, Achieved, or Missed.

Mini-goal metrics are calculated from the first coaching session date to the due date.

• If an agent meets the target metric by the due date, the mini-goal is Achieved.
• If the agent does not meet the target metric by the due date, the mini-goal is Missed.
• The status remains In Progress until the due date passes. After the due date, the status changes to Achieved or Missed, depending on whether the target was met.

See About mini-goals to learn more about how each KPI metric is calculated.

Prerequisites

• This feature is only available to Calabrio ONE Cloud users.

• Your organization has enabled the new login experience. See Log in to Calabrio ONE with your subdomain URL for more information.
• You have the Coach View Access or Administer Performance Management Essentials permission.
• To schedule a coaching session, you must have scope over both the agent and the coach that you want to schedule a session for. See Create and edit users for QM, Analytics, Insights, and Performance Management for more information about scope.

Page location

Performance Management > Mini-goals

Agent Procedures

Set up a mini-goal within a coaching session

See View and manage coaching sessions in Performance Management for more details on coaching.

1. Click Request Coaching.
2. Enter a name in the Session Title field.
3. (Optional) Select a performance path from the Path drop-down list. Ask your supervisor if you’re not sure which option to select.
4. (Optional) Select the performance measure that you want help with from the KPI Metric drop-down list. Ask your supervisor if you’re not sure which option to select.
5. (Optional) Enter any notes for the coach or coaching administrator in the Comments/Notes field. The information you enter here will be visible to the coach, the person who schedules coaching sessions, and anyone else who has access to view the information about this session.
6. Click Request Coaching. Your request appears on the Requested tab.

Note the following fields when scheduling a coaching session. These fields populate values for your mini-goals.

• When you request a coaching session, the Session title field is also the name of the mini-goal.

• The following fields on the Set up coaching session page are required when creating a mini-goal.

  • Path—The performance path assigned to you.

  • KPI metric—The performance measure that you need to improve. This is the mini-goal metric.

  • Target metric—The performance score you need to reach. This is the mini-goal target.

  • Target date—the date by which you need to reach the goal. This is the mini-goal due date.

View your mini-goals

Navigate to the Mini-goals page to view the mini-goals assigned to you.

Column	Description
Name of mini-goal	Populated by the session title field when you request coaching.
Assignee	Populated by the Agent field when you request coaching.
Metric	Populated by the KPI metric field when you request coaching.
Target	Populated by the Target metric field when you request coaching.
Due date	Populated by the Target date field when you request coaching.
Result	The current status of the mini-goal. The three states are In Progress, Achieved, or Missed. The status of a mini-goal is In Progress until the due date has passed. When the due date has passed, the status of the mini-goal will change to be either Achieved or Missed based on if the target has been reached.

Supervisor Procedures

Set up a mini-goal within a coaching session

See View and manage coaching sessions in Performance Management for more details on coaching.

1. Click Schedule Coaching.
2. Enter a name in the Session title field.
3. Select the agent who will receive the coaching from the Agent drop-down list.
4. Select the person who will lead the session from the Coach drop-down list. This list includes everyone who has the Coach View Access or Administer Performance Management Essentials permissions.

5. Enter the session Date and Start time.

   NOTE   The time zone listed next to the Start time field comes from the system time zone on your computer.

6. Select how long the session will be from the Duration drop-down list.
7. (Optional) If the coaching session will be held virtually, enter a link to the virtual meeting in the Meeting Link field. The link will be visible to agents in the coaching session.
8. (Optional) Select the performance path assigned to the agent from the Path drop-down list.

9. (Optional) Select the performance measure that the agent needs to improve from the KPI metric drop-down list.

   EXAMPLE   You want the agent to decrease the amount of time they leave calls on hold. You select Hold Time from the KPI metric drop-down list.

10. (Optional) Enter the score that the agents needs to reach in the Target metric field. If the metric is time based, enter the goal time in seconds.

    EXAMPLE   You want the agent to leave calls on hold for no more than five minutes. You enter 300 in the Target metric field.

11. (Optional) Enter the date by which the agent needs to reach the goal in the Target date field.

    EXAMPLE   The agent has one month to reach a hold time metric of under five minutes. The coaching session is scheduled for a week from today, so you enter the date that is one month after the session date as the Target date.

12. (Optional) Enter any notes for the agent or the coach in the Comments/Notes field. The information you enter here will be visible to the agent, the coach, and anyone else who has access to view the information about this session.
13. Click Schedule coaching. The session appears on the Coaching page.

Note the following fields when scheduling a coaching session. These fields populate values for your mini-goals.

• The Session title field is also the name of the mini-goal.

• The following fields are required when creating a mini-goal.

  • Path—The performance path assigned to the agent.

  • KPI metric—The performance measure that the agent needs to improve. This is the mini-goal metric.

  • Target metric—The performance score the agent needs to reach. This is the mini-goal target.

  • Target date—the date by which the agent needs to reach the goal. This is the mini-goal due date.

View mini-goals

Navigate to the Mini-goals page to view the mini-goals of the agents within your scope.

Column	Description
Name of mini-goal	Populated by the session title field when you schedule coaching.
Assignee	Populated by the Agent field when you schedule coaching.
Metric	Populated by the KPI metric field when you schedule coaching.
Target	Populated by the Target metric field when you schedule coaching.
Due date	Populated by the Target date field when you schedule coaching.
Result	The current status of the mini-goal. The three states are In Progress, Achieved, or Missed. The status of a mini-goal is In Progress until the due date has passed. When the due date has passed, the status of the mini-goal will change to be either Achieved or Missed based on if the target has been reached.

About mini-goals

See Select metrics to measure with Performance Management for KPI metric definitions.

KPI	Logic
Talk Time	If the score is equal to or lesser than (≤) the target then the KPI mini-goal has been achieved. If the score is greater than (>) the target then the KPI mini-goal has been missed. EXAMPLE   Handle Time example—The target handle time for Agent Alex is 400. Agent Alex's final handle time score is 350. Therefore, Agent Alex has achieved his handle time mini-goal target. After-Call Work Time example—The target after-call work time for Agent Alex is 30. Agent Alex's final after-call work time is 32. Therefore, Agent Alex has missed his after-call work time mini-goal target.
Hold Time
After-Call Work Time
Handle Time
Auto QM - KPI Failures
Manual QM - KPI Failures
Auto QM - Overall Score	If the score is greater than or equal to (≥) the target then the KPI mini-goal has been achieved. If the score is lesser than (<) the target then the KPI mini-goal has been missed. EXAMPLE   Contacts Handled example—The target number of contacts handled for Agent Alex is 70. Agent Alex's final number of contacts handled is 70. Therefore, Agent Alex has achieved his contacts handled KPI mini-goal because 70 is equal to his target. Adherence example—The target adherence number for Agent Alex is 50. Agent Alex's final adherence number is 49. Therefore, Agent Alex has missed his adherence target because 49 is lesser than 50, which was his target.
Auto QM - Section Score
Manual QM - Overall Score
Manual QM - Section Score
Contacts Handled
Adherence

Related topics

• View performance information for yourself or your team in Performance Management

• View coaching effectiveness in Performance Management