How do I set-up Goals?
Open this link. https://api.volie.com/goal_templates
From there, you can add a new goal by clicking, “+ ADD GOAL TEMPLATE”.
On this page you can create new and edit Account and Agent Goals
What types of goals can I create?
Inbound Calls
Outbound Calls
New Appointment Sets
Same Day Appointments
What is the Difference between “User” and “Account” Goals?
User Goals: These goals are for individuals on your team. Once you select this option on the Goal template, you will be prompted to select the individual agent on your team.
Account Goals: These goals are measured across your entire account. This will measure all activity across ALL live Volie Organizations.
How do I set up Daily, Weekly, Monthly, Quarterly, or Annual goals?
From the Goal Template, you can select Daily, Weekly, Monthly, Quarterly or yearly from the “Recurring” dropdown. You can also pick a timezone (This is used when the user setting the goals is in a different time zone than the user assigned to the goal).
Where do I track my Goals?
Live Dashboard:
Once you add Goals for your team, they will appear on the Live Dashboard:
Goals Dashboard
The Goals Dashboard allows you to see live and historical views of account goals and individual agent goals.
To view the Goals Dashboard, start on the Live Dashboard then click on the orange bubble in the upper left and then click the “trophy” icon.
Goals Dashboard:
Can my Agents see their goals?
Before goals are active, agents will see the below in the Communication Center:
Once Goals are set-up, they will see their goals at the top of the communication center on every page by hovering over the goal icons:
Can I quickly create the same goal for each member of my team?
Yes! If you create a user-level goal, but don’t specify an individual agent, you can create the same goal for each agent in your account.
How can I exclude agents from goals?
If you have agents you do not want included in goals, you can exclude them via the User menu in Admin > Account Settings. Any agents with “Skip Goals” selected will no longer show up in the list of users you can select when you create an individual user-level goal.
Please note: excluding an agent from goals doesn't remove any of the user's stats if you have account-level goals created. If the agent(s) are working in the account (making calls, setting appointments, etc) those activities will still be counted toward the account-level goal.