Creating Goals
Goals are utilized for the analysis of calls, serving as a crucial tool for evaluating specific performance metrics. They are designed to track and quantify instances based on defined criteria or logic, allowing for a comprehensive assessment of call outcomes. By implementing goals, organizations can gain valuable insights into their operations, identify trends, and make data-driven decisions to enhance overall performance and efficiency.
Few examples for goals:
- Total number of claims filled
- Total number of users authenticated
- Total amount processed
There are 2 types of Goal:
- Goal with Type Currency: These types of Goals are used to Increment the amount. If the total amount processed until now is $300 and in the current call the Amount processed is $50, then the Counter will be increased to $300+$50 = $350
- Goal with Type Number: These types of Goals are just used to increment the session count. For e.g.: if the total claims filed are 25, and in the next session one more claim gets filed then the total count will be incremented to 26. It does not do an addition of variables like the currency Goal.
