Campaign Goals are designed to inform users of the number of work items they are expected to handle within a 24-hour period. These goals help track performance and ensure that each campaign meets its targets efficiently.
Creating Campaign Goals
Search for Campaign Goals in the options menu. Click Plus (+) and fill out the required information.
Information Tab
| Field Name | Description |
| Name | The name of the campaign goal. NOTE: Clicking on the globe icon will allow the name to be entered in different languages. |
| Description |
The description of the campaign goal. NOTE: Clicking on the globe icon will allow the description to be entered in different languages. |
Workitem Type Goals Tab
| Field Name | Description |
| Inbound | The number of inbound ACD calls that each user should accept every 24 hours. |
| Outbound | The number of outbound calls that each user should make each 24 hours. |
| Predictive | The number of progressive calls that each user should make each 24 hours. |
| Progressive | The number of predictive calls that each user should make each 24 hours. |
| Chat | The number of chats that each user should accept each 24 hours. |
| The number of inbound emails that each user should accept within 24 hours. |
Assigning a Campaign Goal to a Campaign
Once a Campaign Goal is created, you can assign the campaign goal to a Campaign. After the Campaign Goal is assigned to a Campaign, each User can see the Campaign and the assigned goals on the User’s Homepage. On the homepage, the user can see:
- The number of workitems they have handled.
- The average number of workitems handled by their co-workers.
- The highest number of workitems obtained by any of their coworkers.