Agent goals
Manage performance goals for individuals and teams.
Agent goals help team members and their managers to define objectives and create action items to work toward those objectives. Through actions set out by managers, agent goals allow team members to clearly understand performance expectations and follow a clear path to professional development.
This guide discusses creating and managing agent goals for use in coaching and performance management.
Goal types
Agent Connect supports two types of goals: metric and freeform.
Metric goals
A metric goal can be set up for any metric that Agent Connect supports. A metric goal should be treated as the minimum score that the assigned agent or team should achieve. For example, you might determine that everyone on a particular team should achieve a Star Rating of 4.3 or higher, or perhaps you might wish to assign a lower goal for a struggling individual.
Freeform goals
A freeform goal allows you to enter any descriptive text and action items you would like, without tying them to numerical scores based on configured metrics. These goals are useful for soft-skill development or process improvements that don't directly map to a score.
For example:
"Demonstrate active listening by paraphrasing the customer's concern at least once per call."
"Use the customer's name naturally during every chat interaction this week."
"Follow the new escalation protocol for all calls requiring supervisor intervention."
Freeform goals are especially useful when guiding agents through behavioral changes, process adoption, or professional development steps that go beyond metrics.
Permissions
Permission to manage agent goals is determined by a user's role. Any user with the "Manage Goals" permission (in the Coaching & Performance Management section) can create and edit agent goals.
By default, only the Admin [Default] role has this permission enabled, but you can enable it for the Team Leader [Default] role or any custom role you would like.
Within the Coaching & Performance Management section, the Data Visible dropdown menu determines the scope in which the role can create goals (company-wide, the user's own team or group, etc.).
Create new goals
You can create new goals on the Performance page or the 1:1 coaching session page.
On the Performance page, first select a team in the Company, Team, Group, or Team Member filter. With a team or individual selected, scroll down to the Goals section and click Create New Goal.
In a 1:1 coaching session, scroll down to the Goals section and click Create New Goal.
In the slide-out panel that appears, configure each field to set up the new goal:
Team or team member — Select the team or team member to whom this goal will be applied.
Freeform goals can only be applied to individual team members.
Type selector — Select "Metric" to create a metric-based goal, or "Freeform" to create your own goal not tied to a metric configured in Agent Connect.
Date — (Optional) Select a start and end date for the goal.
If no dates are selected, the goal will remain active until it is completed or archived.
For metric goals:
Metric — Select one of the available metrics for the goal.
The metrics available are based on the metric sets assigned to the relevant team. If no metric set is assigned to a team, the default set will be used.
Goal — Set a numeric value to apply to the metric.
In the example image above, the goal requires a QA score at 85% or higher.
Note: If a goal currently exists for the selected metric and team/individual, another goal may not be set up for that metric until the current one has been completed or archived. If a user tries to set up a goal for the same metric within the same time frame, an error message will be displayed.Action Items — Enter one or more action steps that the team member can take to achieve the goal.
This field only appears when a team member is selected, not an entire team.
For freeform goals:
Goal Name — Enter descriptive text to identify the goal to achieve.
Action Items — Enter one or more action steps that the team member can take to achieve the goal.
Click Set Goal when finished. If the goal was assigned to a team, it will then be visible in the Goals section on the Performance page when filtered to the relevant team or individual.
Complete or archive goals
When you have determined that a goal has been achieved or is no longer relevant, you can complete or archive it on the Performance page or within a 1:1 coaching session.
On the Performance page, you can click the kebab menu on a goal on the Performance page and select "Complete" or "Archive":
On the 1:1 coaching session page, you can click Complete or Archive directly within a goal's card:
A confirmation message will pop up in your browser after completing or archiving a goal, with an Undo button available for about 30 seconds.
View past goals
Click View Past Goals in the Goals section of the Performance page or 1:1 coaching sessions to view completed or archived goals.
In the Past Goals slide-out panel, you can see who created past goals and when, as well as the dates that each goal was started and completed/archived (in UTC time zone). Here you can filter by goal name, creator, or type (team, personal, or freeform) to find specific past goals.
