Add KPI targets for agents

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Set key performance indicator goals that you want your agents to achieve so that they can improve the quality of how they resolve incidents. You can also set goals to monitor and improve an existing baseline measurement.

    Before you begin

    Role required: pa_target_admin and sn_team_perf.team_performance_admin

    About this task

    You can set a global KPI target for an agent or a team that you manage. You can create the target for any indicator in the KPI group associated with the KPI assignment group that you manage. When you set the global target, it is visible to anyone within the assignment group and also displays on the time-series widget.

    When you set a personal target, it is only visible to you.

    Procedure

    1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
    2. Click the teams icon.
    3. Select a team.
    4. Select the agent for whom you want to set KPI targets.
    5. Click the target icon.
      • To create a new target, click the plus (+) sign.
      • To edit an existing target, select the target you want to edit.
    6. Select the target type.
      • To set a global target, click Global.
      • To set a personal target, click Personal.
    7. Set the KPI target.
      ToDo this
      Update an existing target In the Target field, update the value that you'd like the agent to achieve for the selected KPI.
      Set a target for a key performance indicator
      1. Select the KPI for which you want to set the target.
      2. In the Target field, enter a value that you'd like the agent to achieve for the selected KPI.
      Set a target to improve an existing baseline value
      1. Select the KPI for which you want to set the target.
      2. Enable the Set target as an improvement of the baseline checkbox.
      3. From the Target Calculation list, select the unit for this target.
        • If you select Percentage %, in the Percentage % field, enter a target percentage value.
        • If you select Units of the KPI, in the Units of the KPI field, enter the number of units as an integer value by which you what to improve the KPI.
    8. In the Start date field, click the calendar icon, select the date when you want to start tracking the goal for the target, and click OK.
    9. In the Review date field, click the calendar icon, select the date when you want to review the set goal, and click OK.
    10. Set the target.
      • If you are creating a new target, click Save.
      • If you are updating an existing target, click Update.
      You can analyze the target trend in the indicator time-series metric.