In my previous blogs I wrote about the components of a Goal Metric and describe the pre-defined Goal Metrics in Microsoft Dynamics CRM 2011.
This blog covers adding a custom Goal Metric for measuring scheduled, completed and cancelled Phone Calls. In my next blog I will look at adding a Goal Metric for measuring scheduled Appointments.
An example of how this can be used is measuring the performance of Telesales Representatives in the successful completion of Phone Calls and the scheduling of follow-up Appointments for Sales Representatives to then complete.
This example uses the following Business Rules:
• Telesales Representatives must schedule/reschedule, complete and cancel a certain target number of telesales calls each weekThis process results in the creation of a measureable history of the total number of calls attempted, made and cancelled and of Appointments scheduled.
The implementation of this process can be optimised using a custom fields and/or workflow and dialog processes but this will not be covered in this example.
• In Progress Phone Calls: To be measured by counting Phone Calls with a Status of Open, aggregated by Start Date. Status Reason has not been included in the criteria because there is only one Status Reason for Open Phone Calls. If the Status Reason options have been customised then the Status Reason might need to be included to filter out scheduled Phone Calls not to be included in this count.• Actual Phone Calls: To be measured by counting Phone Calls with a Status of Completed and Status Reason of Made, aggregated by Actual End Date. The Status Reason has been included to exclude any Received Phone Calls from the count of Actual Phone Calls.
• Cancelled Phone Calls: To be measured by using the Custom Rollup Field. These are measured by counting Phone Calls with a Status of Cancelled, aggregated by Actual End Date. The Status Reason has not been included in the criteria because there is only one Status Reason for Cancelled Phone Calls. If the Status Reason options have been customised then the Status Reason might need to be included to filter out cancelled Phone Calls not to be included in this count.The following screenshot shows the Goal Metric with Rollup Fields.
To create the Goal Metric:
1. Select Sales, Goal Metrics from Site Map.To create the In Progress Rollup Field:
1. Select the Rollup Fields sub-grid.
To create the Actual Rollup Field:
To create the Custom Rollup Field:
In my next blog I will provide instructions for creating two Goal Metrics for Appointments.