Goals And Scoreboard

The Goals & Scoreboard tab is where you decide what your team aims at and how the day's progress shows. Open Settings, then Client Relations Manager, then Goals & Scoreboard. Every figure here is counted from real calls, texts, leads and loans; nobody types a number in.

It has three cards: Goals and Sales Cockpit (both need the Manage Goals & Cockpit right) and Scoreboard Tiles (needs Manage the Call Floor). The organization owner can open all three.

Goals

A goal gives people a clear target and shows how they are doing as the period goes on. A goal shows on the home page of the people it applies to.

Each goal card shows where it stands right now: Target Met, On Pace, Behind, Below Minimum or Nothing Yet. Filter the list with All, Target Met, On Track or Need Attention, or use Search Goals.

Add A Goal asks for:

• Goal Name, for example "Daily Dials".
• Who It's For: Everyone, Each (every person gets this target for themselves), One Person, A Team, One Total, or Whole Organization.
• What It Measures: calls placed, conversations, appointments set, voicemails, no answers, call outcomes you choose, talk time, conversation rate, minutes to first text, texts sent, new leads, applications taken, loans funded, funded volume, loan revenue or loan net. For some measures, such as minutes to first text, lower is better, so the target is the most you want it to be.
• Period: Today, This Week, This Month or This Quarter.
• Target: the figure to reach in the period.
• Minimum (optional): the least you would accept. Below it, the goal says so.

Retire takes a goal off every home page and scoreboard, and keeps it on record. The sales floor article Goals has more on how progress is worked out.

Sales Cockpit

The cockpit adds sales panes, such as goals, the next calls to make and leads going quiet, to the home page of people who already see Leads Needing Action.

Show The Sales Cockpit On Home Pages is one switch for the whole organization, and it saves as soon as you flip it:

• On: those people get the sales panes the next time they open their home page. Each person starts with a short set for their role, sees only the panes their role can use, and can add or take off any of them.
• Off: home pages stay as they are. Your goals and settings are kept.
• A preview beside the switch shows the home page with and without the panes.

When A Lead Goes Quiet: an open lead with no call, text or email for this many days (1 to 365) shows under Going Quiet, so nobody forgets it. The page gives a worked example with real dates as you change the number.

If you have goals but the cockpit is off, the Overview lists it under Needs Attention, because nobody sees the goals on their home page. See The Cockpit Switch.

Scoreboard Tiles

The scoreboard shows the team how the day is going, at a glance. Each tile is one figure on it.

• Name each tile and choose what it Counts: Dials, Conversations (calls long enough to count, set in Contact Rules), Appointments, Voicemails, No Answers, Call Outcomes You Choose, Talk Time, Conversation Rate or First-Text Speed. For Call Outcomes You Choose, pick the outcomes it counts, or it stays at zero.
• Drag tiles into the order the board shows them. Add A Tile adds one (up to 10); at least one must stay. Four to six read best.
• Each tile shows today's figure. A goal on the same measure gives the tile its target, for example "Today · of 120"; set targets in Goals.
• Shortcuts open the scoreboard and the call floor.

See The Scoreboard and TV Mode for what the team sees.