Goals

Configure performance thresholds to establish quality expectations across your organization and customize them for specific workspaces.

Goals work as a hierarchy. You set organization-wide defaults that apply everywhere, then optionally override specific thresholds at the workspace level for teams with different requirements.

Types of goals

Happitu supports three categories of goals based on what you are measuring.

Scorecard goals

Scorecard goals set targets for quality evaluation performance. The evaluation score goal defines the average score you expect your team to achieve across evaluations. This is expressed as a percentage and typically reflects your minimum acceptable quality standard.

Phone goals

Phone goals cover voice interaction metrics. Speed of answer measures how quickly agents pick up inbound calls, excluding time customers spend navigating IVR systems. Handle time includes the full duration of the interaction including talk time, hold time, and after-call work. Abandon rate tracks the percentage of callers who hang up before reaching an agent. Dead air tracks periods of silence where neither party is speaking.

Chat goals

Chat goals focus on digital conversation performance. First response time measures how quickly agents provide their initial reply to customer messages. This uses preset benchmarks rather than custom values, with options ranging from immediate response to one minute.

Setting organization defaults

Organization defaults establish baseline expectations across your entire account. Navigate to Settings > Goals to modify the default goals.

Overriding goals at the workspace level

Workspaces can customize goals to reflect their specific operational requirements. This is useful when different teams have different standards based on their function, experience level, or customer expectations.

To override workspace goals, navigate to Settings > Workspaces, select a workspace, and scroll to the Goals section. Here you can set custom values for any goal category. Fields you leave blank or clear will fall back to the organization default.

When a workspace sets its own goal value, that target applies only to interactions within that workspace. This allows your technical support team to have different handle time expectations than your sales team, for example.

FAQ

Can agents see the goals their evaluations are measured against?

Goals configured in Happitu primarily serve as internal benchmarks for managers and QA teams. Whether agents see specific goal thresholds depends on your organization's reporting and dashboard configuration.

What happens if I delete a workspace that has custom goals?

Deleting a workspace removes its goal overrides. The underlying organization defaults remain unchanged. Channels previously assigned to that workspace will revert to using organization defaults.

Can I set different goals for different scorecards within the same workspace?

Scorecard goals are configured per scorecard but apply across all workspaces using that scorecard. For workspace-specific variations, you would need separate scorecards or rely on the workspace goal overrides for phone and chat metrics.

Do goals affect Auto QA scoring?

Goals serve as benchmarks for human reviewers and reporting. They do not directly alter how Auto QA evaluates interactions, though they provide context for interpreting Auto QA results.

Can I track goal achievement over time?

Happitu tracks performance against your configured thresholds in dashboards and reports. You can see trends in evaluation scores, handle times, and other metrics to assess whether teams are meeting your goals.