Goals Settings

Set:

• target percentage
• acceptable minimum percentage

Set:

• target NPS
• acceptable minimum NPS

Set:

• target response time (hours)
• acceptable maximum response time (hours)
• optional business-hours only mode

Set:

• target response rate
• acceptable minimum response rate

Set average customer value to support ROI context.

The settings page enforces logical thresholds:

• CSAT/NPS/response rate target must be above acceptable minimum
• response-time target must be lower (faster) than acceptable maximum

If values conflict, save is blocked until corrected.

1. Start with realistic acceptable minimums.
2. Set targets one step above current median performance.
3. Revisit after 30 days of stable operations.
4. Raise targets incrementally instead of making large jumps.

• Dashboard and report interpretation
• escalation and coaching thresholds
• monthly operational planning

When goal bands are clear, teams spend less time debating status and more time executing.

• Keep response-time goals aligned with actual staffing capacity.
• Reassess business-hours mode if you add weekend coverage.
• Align goals with location-level realities before enforcing org-wide targets.

• Understanding Your Dashboard
• Dashboard Metrics Explained
• Goals Overview