Goals and Progress

A goal is a target on one metric that Reddy measures from each agent’s calls. Goals show on the agent’s program page, on every session page, and on the agent’s own view, so coach and agent are always looking at the same numbers.

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Program goals and agent goals

• Program goals apply to every agent in the program. Add them in the create wizard or later on the program’s Settings tab under Program Goals.
• Agent goals apply to one agent. Add them from the agent’s page in the program with Add new goal.

Each agent can have up to 3 goals per program, counting program goals and their own goals together. When an agent reaches the limit, the page shows 3 goal limit reached.

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Which metrics you can use

A combined metric turns one or more call tags into a single yes/no measure, for example “Successful Outcome”. To set a goal on a single tag answer, ask whoever manages your metrics to create a combined metric for it. Combined metrics are set up under Calibration > Metrics; see Heatmaps.

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Setting up a goal

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Target types

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The baseline period

The baseline is the agent’s starting point. It is the agent’s result over a stretch of days before the goal began, and the same length as the timeline you picked. For example, a 30-day goal on a program starting November 1 uses October 2 to October 31.

• Goals created with the program use the days before the program start date.
• Goals added later use the days before the day you add the goal.

The Baseline period box in the editor shows the exact dates.

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Which calls count

Every goal in a program uses the program’s Call Settings, found on the Settings tab. By default all calls count. Use Filter by Product to count only calls on chosen products. Changing it applies to every goal in the program.

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Reading a goal card

Goal cards appear on the right of the agent’s page in the program, and under Goals on every session page. Each card shows:

• The goal in words, for example “Improve the Average Handle Time to 6:00.” or “Keep Successful Outcome within 70% - 90%.”
• The current result, based on the agent’s calls since the program started (“Based on calls since Oct 7”).
• A progress bar from the baseline on the left to the goal on the right.
• Baseline and Goal values underneath. Hover the info icon next to Baseline to see the dates it covers.

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How often progress updates

Goal results update once a day, overnight, and include calls up to the end of the previous day. Today’s calls appear tomorrow.

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Changing and removing goals

• Program goals: on the Settings tab, use the pencil icon to edit and the trash icon to remove. Removing asks “Remove this goal from the program?”.
• On an agent’s page: hover a goal card to see Edit and the trash icon. Removing a program goal here removes it for that agent only. It stays active for everyone else.

Each agent is notified when a goal is set or changed for them personally.

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When a goal’s date passes

The date tells coach and agent when the goal should be met. Reddy does not close, extend, or change the goal when the date passes. The card keeps measuring until you edit or remove the goal, or the agent’s plan is completed or archived.

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Automatic alerts for managers

When goal alerts are turned on for your company, Reddy checks each agent’s program goals once a day. If something stands out, it creates a task for the agent’s direct manager:

• ” has fallen behind on ”: the agent’s last 30 days are worse than their own baseline. The task suggests scheduling a coaching session.
• ” is exceeding target on ”: the agent’s last 30 days are past the target. The task suggests recognizing their success and raising the bar.

These tasks carry a Reddy badge. A few rules keep them useful:

• Only program goals of the certain number type are checked.
• The agent needs at least 20 calls in the last 30 days.
• The same alert is not repeated within 7 days, or while the number has not changed.
• If the agent has more than one direct manager, the first one listed gets the task.

Ask your Customer Success Manager if you would like goal alerts turned on.

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Related pages

• Creating a Coaching Program
• Coaching Tasks
• Heatmaps (company targets and combined metrics)