Set WFM KPI targets for agents

Set targets for all available key performance indicators (KPIs) in WFM. The KPI's are used in the agent scorecards.

Available KPIs

  • Absenteeism (%)
  • Adherence (%)
  • Answered calls per scheduled phone time
  • Average after call work (s)
  • Average handling time (s)
  • Average talk time (s)
  • Readiness (%)

Prerequisites

  • You have the Options > Manage scorecards permission.
  • You have the Performance Manager license for advanced reporting.

Page location

Client > Options > Set KPI targets

Procedures

Edit team target values

  1. Select a KPI to handle.
  2. Select a Site.
  3. Enter target values for the selected KPI for each team on the site.
  4. Enter a Target value and select a corresponding Color.
  5. Enter a below target value in the < column and select a corresponding Color.
  6. Enter an over target value in the > column and select a corresponding Color.
  7. Click Apply to save.

Related topics