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.
- Absenteeism (%)
- Adherence (%)
- Answered calls per scheduled phone time
- Average after call work (s)
- Average handling time (s)
- Average talk time (s)
- Readiness (%)
- You have the Options > Manage scorecards permission.
- You have the Performance Manager license for advanced reporting.
Client > Options > Set KPI targets
Edit team target values
- Select a KPI to handle.
- Select a Site.
- Enter target values for the selected KPI for each team on the site.
- Enter a Target value and select a corresponding Color.
- Enter a below target value in the < column and select a corresponding Color.
- Enter an over target value in the > column and select a corresponding Color.
- Click Apply to save.