> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wittify.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Goals & Benchmarks

> Project-wide KPI targets for the active filter range.

<Note>
  **Goals & Benchmarks** is the surface that lets a project admin set targets for the KPIs that matter, then renders progress rings on the [Overview](/en/Systems/Contact-Center-QA/Overview-Page) 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.
</Note>

## 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.  |

<Tip>
  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.
</Tip>

## 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 {by} on {at}* 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Where to go next

<CardGroup cols={2}>
  <Card title="Overview" icon="chart-line" href="/en/Systems/Contact-Center-QA/Overview-Page">Where the rings actually show up.</Card>
  <Card title="Alerts" icon="bell" href="/en/Systems/Contact-Center-QA/Alerts">Set alert rules around the same KPIs.</Card>
  <Card title="Sentiment Analysis" icon="face-smile" href="/en/Systems/Contact-Center-QA/Sentiment-Analysis">Source the Positive Sentiment metric.</Card>
  <Card title="Compliance" icon="clipboard-check" href="/en/Systems/Contact-Center-QA/Compliance">Track adherence as another quality target.</Card>
</CardGroup>