Goals & Benchmarks

Project-wide KPI targets for the active filter range.

Goals & Benchmarks is the surface that lets a project admin set targets for the KPIs that matter, then renders progress rings on the Overview page so the whole team can read progress at a glance. Admins manage targets through the Edit goals dialog. Viewers see the rings but cannot edit.

Where the rings show up

The Goals strip lives at the top of the Overview page, above the five-card KPI strip. Each ring is filter-reactive, the actual value comes from the same data the KPI strip uses, the target is what the admin set.

Element	What it shows
Section title	Goals & Benchmarks with a small Edit goals button on the end edge (visible to admins only).
One ring per goal	A circular progress meter sized 80 px.
Center label	The current value in mono digits.
Footer label	The KPI name.
Tone hint	A small text label below the ring (On track, Close to target, or Below target).
Period hint	When the goal is a count-based metric, a small caption like from 5,000 per 30d shows what the original target was for the original period.

When no goals have been set yet, the ring is replaced by an empty state.

Audience	Empty state
Admin	Set KPI targets to see at-a-glance progress rings for this project. with a brand-gradient Set goals button.
Viewer	Ask a project admin to set targets for this project.
Loading	Loading actuals… spinner inside the ring.

The six metrics

Metric	What it measures	Direction
Total Calls	Total conversations handled in the active range.	Higher is better.
Avg Duration	Average call duration in minutes.	Lower is better.
Positive Sentiment	Share of calls where the customer ended on a positive note.	Higher is better.
First Contact Resolution	Share of callers who did not call back within 7 days.	Higher is better.
Escalation Rate	Share of calls that were handed off or flagged for escalation.	Lower is better.
Silence Ratio	Share of call time with no active speaker.	Lower is better.

Two metrics are pending dependencies. First Contact Resolution lights up once the Customer Journey feature ships. Escalation Rate lights up when the intent taxonomy adds the handoff rollup. Both metrics render with a small Coming soon hint and a muted ring until they are wired.

Ring tone

The tone color is computed against the metric’s direction. For “higher is better” metrics, being above the target is On track. For “lower is better” metrics, being below the target is On track.

Tone	When it applies	Color
On track	Actual meets or exceeds the target (after accounting for direction).	Green.
Close to target	Actual is within striking distance.	Amber.
Below target	Actual is far from the target.	Red.

The Edit goals dialog

The dialog opens from the Edit goals button. Admins only. Viewers do not see the button.

Section	Notes
Header	Title Edit project goals with a close icon.
Body	One row per metric.
Last updated line	Compact text Last updated by on sourced from the server. Reads Last updated (no name) when the project is new.
Footer buttons	Save goals, Discard, Reset all.

Per-metric row

Element	Notes
Metric name	The label.
Numeric input	Accepts digits only. The unit is shown in a small chip on the end edge (calls, min, %).
Period selector	Only for count-based metrics (Total Calls). Lets you pick per 7 days, per 30 days, per 90 days. The ring on Overview scales the target to the active filter window automatically.
Range hint	A small caption below the input with the allowed range, for example Range: 1 to 1,000,000 calls.
Inline error	Red text appears under the input when the value is out of range or non-numeric.

Footer buttons

Button	Behaviour
Save goals	Persists the targets. The dialog stays open and the Last updated line refreshes.
Discard	Reverts in-progress changes to the saved values without closing the dialog.
Reset all	Opens a destructive confirmation: This clears every target for this project. You can set them again at any time. The confirm button is styled with the destructive (red) background and white text.

Common questions

I am an admin but I do not see Edit goals on the Overview page.

The button is part of the Goals strip card header. If you do not see the strip at all, no goals have been set, the Set goals button in the empty state opens the same dialog.

Why are some rings muted with a 'Coming soon' hint?

Two metrics depend on features still being rolled out. First Contact Resolution needs Customer Journey to compute callback windows. Escalation Rate needs the handoff intent rollup. Once those land, the rings light up automatically without any change on this page.

The ring is amber but my actual value matches the target exactly.

There is a small tolerance band so a value that is right on the boundary does not flicker between On track and Close to target as the data refreshes. Push the actual a bit further past the target to flip to green.

My target was set per 30 days but the page filter is set to 7 days.

The ring scales the target to your active filter window. So a goal of 5,000 calls per 30 days renders as a target of about 1,167 calls when the page filter is set to 7 days. The small caption below the ring (from 5,000 per 30d) tells you what the original target was.

I changed the goals but my team is still seeing the old numbers.

Goals are loaded once when the page mounts. After saving, your dialog updates immediately. Other open browser tabs need a refresh to pick up the change.

Can I export the goals as a CSV?

Not from this page. Goals are configuration, not data. The KPI strip on Overview gives you the actual values and you can compare them against the goals visually via the rings.

Reset all wiped goals I cared about.

Reset all clears every target. To bring goals back, click Edit goals and re-enter the values you want. There is no undo.

Viewers see the rings but cannot read the targets.

Viewers see the same rings with the same actual values. The targets are visible to viewers as the comparison value the ring scales against. Only the Edit goals dialog is admin-gated.

Where to go next

Overview

Where the rings actually show up.

Alerts

Set alert rules around the same KPIs.

Sentiment Analysis

Source the Positive Sentiment metric.

Compliance

Track adherence as another quality target.