What are Call Objectives?
Objectives are specific, measurable outcomes you want from each call. After the call ends, the transcript is reviewed against these objectives to evaluate call success. You write them in the Call Objectives section of your script’s Post Call Analysis tab, one objective per line: “What the agent is trying to achieve on the call. One objective per line; each is tracked and reported against after the call.”How Objectives Work
- Call ends — The transcript is automatically reviewed against each objective
- Results recorded — Each objective is marked as achieved or not achieved
Writing Effective Objectives
Good objectives are:- Specific — Clearly state what should be accomplished
- Measurable — Define what success looks like
- Achievable — Set realistic expectations for a single call
Examples
Appointment Scheduling:Best Practices
- Keep objectives focused — Aim for 3-5 clear objectives per script
- Order by call flow — List objectives in the order they typically occur during a call
- Make them measurable — Write objectives that can be clearly evaluated
Reviewing Results
After each call, you can see which objectives were achieved in the call log Use this data to:- Track conversion rates and success metrics
- Identify which objectives are commonly missed
- Refine your scripts and flows to improve performance
Next Steps
- Guidelines — Add rules for handling specific situations
- Flows Overview — Build the conversation structure to achieve your objectives