Goals Overview
Configure CX targets for CSAT, NPS, response time, response rate, and ROI context
Goals let your team define target performance and acceptable minimums for key customer experience metrics.
Open Goals Settings
Go to Settings > Goals.
Metrics You Can Configure
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Response Time SLA
- Response Rate
- Average Customer Value (for ROI context)
Each metric supports a Target and an Acceptable level to highlight risk versus healthy performance.
Where Goals Are Used
- Dashboards and reports use thresholds to frame performance
- Alerting logic uses response-time target to flag SLA risk
- ROI report uses average customer value in retained revenue estimates
Save Behavior
Changes are not applied until you click Save Goals.
If save fails, verify target and acceptable values follow validation rules.
Implementation Tips
- start with achievable thresholds based on current median performance
- tighten targets in small increments (monthly or quarterly)
- document target changes so teams understand metric shifts
Common Misconfiguration
Setting aggressive targets before workflow maturity can create constant alert noise and reduce trust in dashboards.
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Dashboard Metrics Explained
Interpret NPS, CSAT, response rates, and trend cards correctly
Understanding Your Dashboard
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