Goals Management in Dynamics CRM 2011 – Goal Metrics 3

Colin Maitland, 15 January 2013

In my last blogs I looked at creating a Goal Metric for measuring scheduled, completed and cancelled Phone Calls to be used in tracking the performance of Telesales Representatives in the successful completion of Phone Calls against a target.

In this blog I will look at tracking how the actual number of completed Phone Calls made by the Telemarketing Representative that result in a follow-up Appointment against their target.   These Appointments will then be completed by a Sales Representative who will visit the prospective customer, complete an assessment and then prepare and present a quotation.

The following chart shows the progress for the current week to date of a Telesales Representative against their Goal Targets for Phone Calls Made and Appointments Scheduled.

 

The measurement of Actual Appointments scheduled is be made by counting Appointments with a Status of Scheduled aggregated by the Appointment Created On date. These are aggregated by the Appointment Created On date rather than the Appointment Start Date because we are measuring when the Appointment was scheduled (Created On) rather than when it is to occur (Start Time).

From the Telemarketing Representative’s perspective, scheduled Appointments are counted toward their Actual rather than In Progress counts as it is the scheduling, rather than the completion, of Appointments that is the measurable performance related outcome of their efforts. 

From the Sales Representative’s perspective the scheduled Appointments are counted toward their In Progress count and the completed Appointments are counted toward their Actual count as it is the completion, rather than the scheduling of Appointments that is the measurable performance related outcome of their efforts.

The following is a screenshot of the Goal Metric for Appointments from the Telemarketing Representatives perspective:

 

For their perspective only one Rollup Field, an Actual Rollup Field to measure scheduled Appointments is required.

 

To create the Telemarketing Appointments Goal Metric:

1. Select Sales, Goal Metrics from Site Map.
2. Click New.
3. Enter the Name.
4. Select Count as the Metric Type.
5. Click Save.

To create the Actual Rollup Field:

1. From the Goal Metric form, select the Rollup Fields sub-grid.
2. Click Add New Rollup Field.
3. Select Actual (Integer) for the Rollup Field.
4. Select Appointment for the Source Record Type.
5. Select Scheduled for the Source Record Type State.
6. Select Appointment for the Record Type.
7. Select Created On for the Date Field.
8. Click Save & Close.

The following is a screenshot of the Goal Metric for Appointments from the Sales Representative’s perspective:

  

For their perspective two Rollup Fields are required. The first screenshot shows the In Progress Rollup field to measure scheduled Appointments and the second screenshot shows the Actual Rollup Field to measure completed Appointments:

 

 

To create the Sales Appointments Goal Metric:

1. Select Sales, Goal Metrics from Site Map.
2. Click New.
3. Enter the Name.
4. Select Count as the Metric Type.
5. Click Save.

To create the In Progress Rollup Field:

1. From the Goal Metric form, select the Rollup Fields sub-grid.
2. Click Add New Rollup Field.
3. Select In Progress (Integer) for the Rollup Field.
4. Select Appointment for the Source Record Type.
5. Select Scheduled for the Source Record Type State.
6. Select Appointment for the Record Type.
7. Select Start Time for the Date Field.
8. Click Save & Close.

To create the Actual Rollup Field:

1. Select the Rollup Fields sub-grid.
2. Click Add New Rollup Field.
3. Select Actual (Integer) for the Rollup Field.
4. Select Appointment for the Source Record Type.
5. Select Completed for the Source Record Type State.
6. Select Appointment for the Record Type.
7. Select Actual End for the Date Field.
8. Click Save & Close.

In conclusion,

• When defining a Goal metric you need to account for the perspective of the person for which the goal is intended.

• Goal Metrics define the “what” and the “how”, at the lowest level, for measuring performance against one or more Goal Targets.

In subsequent blogs I will write about how a Goal Metric may be added to a Goal so that in progress and actual performance can then calculated and measured against a Goal Target.