Create and Edit Goal Adjustments

KPIs with the Intraday Periodicity: Goal reduction is not supported for the Intraday periodicity. When a goal adjustment is defined (for an organization, employee, or both), it will not be calculated for the Intraday periodicity.

Procedure

Point to Performance Management. Under Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement., click Goal Adjustments.
On the right pane, select the organization for which you want to create or edit a goal adjustment. For cloud deployments, you can scroll down or use the search field.

The Goal Adjustments page is displayed.
Do one of the following:
- If you are creating a goal adjustment, click the Create Goal Reduction.
- If you are editing a goal adjustment, select the goal adjustment in the right pane, and click Edit Goal Reduction.
The Goal Adjustment form opens.
On the form, do the following:
- Click the arrows beside the Apply To list, and select an option to set whether the goal adjustment applies to an organization, a person, or both.
  
  If you selected Person from the Apply To list, click the arrows beside the Employee list, and select the individual to whom the goal adjustment applies.
- In the Name and Description boxes, type the name and description of the goal adjustment.
- In the Reduction % text box, type the percentage by which the goal is reduced.
  
  If the reduction percentage is 100 and the Show In Scorecards check box is selected, that day nonetheless does not appear in the Scorecard calendar. It is considered an inactive date.
- If you selected Organization or Both in the Apply To box, select an option under Apply to Sub-Orgs:
  - Apply to this org only (default): Select this option if you want the goal reduction to only apply to this organization and not to its sub-organizations.
  - Apply to sub-orgs (no override): Select this option if you want the goal reduction to apply to the sub-organizations. If the sub-organizations have custom settings, they are retained.
  The Apply to sub-orgs (allow override) option is not available on this page.
- In the Effective area, do one of the following:
  - Select the date range option, click the calendar icon beside the text boxes, and select the start and end dates for the goal adjustment.
  - Select the Every [week day] of the week option. Click inside the drop-down list box, and select a week day such as Sunday.
If you want to show the goal adjustment in the scorecard, select the Show in Scorecard box.

Show in Scorecard affects daily periodicity only. This option is typically used when an employee was out for the entire day, and the reduction is 100%. In this case, the manager may want to “remove” the day from the scorecard.

If the Show in Scorecard check box is selected and the goal reduction = 100%, the specified day on the calendar is unavailable (appears dimmed).

If the Show in Scorecard check box is not selected, a specified day on the calendar is still available even if the goal reduction = 100% (with this option, the specified day in the Scorecard calendar never appears dimmed).
- If appropriate, select the Auto Roll Up check box. Selecting the Auto Roll Up check box causes the reduction percentage to influence higher periodicities (for example, reducing the weekly goal, the monthly goal).
When you are finished, click Save.

To restore the page to the settings that were in force when you first opened it (provided you have not saved your changes), click Revert.

To clear the existing settings, click Clear.