Define your goals to evaluate :
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Handling time for dissatisfied customers
Handling time for alerts
1.Click on your name at the top menu on the right and then on Settings.
2. Then, click on Company.
3.Scroll down to Goals settings. Define your goals and save.
You will need to define your primary goals for the satisfaction indicators (CSAT and NPS) as well as acceptable goals.
The management time objectives are used to define the objectives for the first contact with a dissatisfied customer or when an alert occurs.
Once you have set your goals, visual dots will appear on the indicators and management time to show you where you stand in regards to your goals.
🟢 = results meet or exceed the goal.
🟠 = results are acceptable, but do not meet the goal.
🔴 = results do not meet goal or acceptability threshold.
Here is an example of a dashboard with defined objectives:
If you have any questions, please do not hesitate to ask them on the chat!