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KPI Targets

Define, review, and govern KPI thresholds for canonical metrics. KPI targets provide the single source of truth for performance comparisons across all dashboards.

Once configured, they are automatically compared against live or aggregated data and displayed next to the corresponding metrics across dashboards when Show KPI Targets is enabled. Dashboards visualise KPI comparisons but do not manage or override KPI targets.

You can set KPI targets for metrics within Contact Center Operations and Team Performance. Access to KPI target settings requires at least one CX Add-on licence on the account.

Since Customer Experience score-related metrics are AI-powered assessments, they are not eligible for KPI targets setting. Use them for insight and investigation, not target-setting.

The KPI Targets page is divided into two tabs: Contact Center Operations and Team Performance. Each tab contains the following details:

  • Metric – The name of the metric.
  • KPI Targets – KPI targets established for the metric. If no target has been defined, the field will show "Not set."
  • Measurement Period – Defines how a metric is calculated over time. The measurement periods are Live, Hourly, All Time, and In Queue, depending on the metric type. Measurement Period is inherent to the metric definition or pre-defined for a simpler KPI setting, and cannot be modified by users.
  • Schedule – Defines when the KPI target is active. You can configure whether the target applies at all times or only during specific days and/or time ranges (for example: weekdays 09:00–17:00). Furthermore, you can set distinct KPI targets for different days of the week and time ranges.

Tip

In Settings, operating hours can be defined to control when teams or individual agents

are considered “on duty.” This ensures dashboards reflect only active operational periods.

Date-based exceptions can also be added to account for holidays or special closures.

Set and edit KPI target

To set or edit a KPI target, follow the steps:

  1. Click the Edit icon on the relevant metric row.
  2. Enter a KPI value and choose a quantifier:
  3. Or more means the actual metric value must be equal to or greater than the target to be considered achieved (e.g. Service Level ≥ 90%).
  4. Or less means the actual metric value must be equal to or lower than the target to be considered achieved (e.g. Average Waiting Time ≤ 30 seconds).

The quantifier defines how performance is evaluated against the threshold. This allows KPI targets to reflect both performance goals (higher is better) and control limits (lower is better).

  1. Set Schedule to define when a KPI target is active. You can configure whether a KPI applies at all times or only during specific days and time ranges. You can set multiple schedules to have distinct KPI targets for different days of the week and time ranges.
  2. Click Save.

After saving the KPI target, the system begins evaluating performance against the defined threshold according to the selected schedule.

When Show KPI Targets is turned ON on a dashboard, KPI comparisons will be displayed next to the corresponding metric, provided that data is available for the selected time range and filters.

Delete KPI target

To delete a KPI target, open the metric using the Edit icon, remove the previously configured KPI value and schedule, and click Save.