Configure Goal Thresholds

• Target: preferred outcome
• Acceptable: minimum acceptable level

For most metrics, target should be higher than acceptable. For response time, lower is better.

• CSAT target/acceptable: 0 to 100
• NPS target/acceptable: -100 to 100
• Response rate target/acceptable: 0 to 100
• Response time target/acceptable: 1 to 720 hours

Current save rules enforce:

• CSAT target must be greater than or equal to acceptable
• NPS target must be greater than or equal to acceptable
• Response rate target must be greater than or equal to acceptable
• Response time target must be less than or equal to acceptable

• CSAT: target 90, acceptable 75
• NPS: target 50, acceptable 20
• Response rate: target 40, acceptable 20
• Response time: target 24h, acceptable 48h

Updating organization goal settings requires admin permissions.

• Goals Overview
• Response Time Goals and Business Hours
• Employee Performance Report