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Overview

Conversation goals are optional metrics that help you measure success. Define what outcomes matter to you, and AI will analyze each conversation transcript to determine if those goals were achieved. This enables performance reporting, success rate tracking, and data-driven optimization.
Goals are for reporting only. The agent doesn’t know about goals during the conversation. Goals are evaluated by AI after the call ends by analyzing the transcript.To guide the agent’s behavior during calls, define what you want the agent to accomplish in your agent instructions.
Access: Agent settings → Analytics → Goals

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Setup

Goals configuration interface showing navigation sidebar with Analytics section expanded and Goals selected, Primary Goal tab showing one goal 'Received Calls' with goal ID 'received-calls' and edit/delete icons, Secondary Goals tab showing 0 goals, and Add Goal button in top right
Goals configuration interface showing navigation sidebar with Analytics section expanded and Goals selected, Primary Goal tab showing one goal 'Received Calls' with goal ID 'received-calls' and edit/delete icons, Secondary Goals tab showing 0 goals, and Add Goal button in top right
1

Access Goals

Agent settings → Analytics → Goals → Add Goal
2

Choose goal type (optional)

Primary Goal: Your main success metric
  • The most important outcome to measure for this agent
  • Used to calculate overall conversation success rate
  • Example: “Appointment booked”
Secondary Goals: Additional metrics
  • Track extra outcomes without affecting primary success rate
  • Measure additional value delivered
  • Example: “Email collected”
3

Configure goal

Name: Clear, concise label
Example: "Follow-up meeting scheduled"
Description: What success looks like (be as specific as possible - AI uses this to evaluate)
Example: "A follow-up meeting was successfully scheduled with
a specific confirmed date, time, and list of attendees. The
customer agreed to the scheduled time and received confirmation."
More specific descriptions = more accurate goal evaluation
4

Save

Goal is now tracked for all future conversations

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Primary vs Secondary Goals

Optional. Choose the single most important outcome to measure.
Why only one primary goal? Having one primary goal defines your main success metric. Conversations are considered successful if the primary goal is achieved, making your analytics dashboard easier to interpret.
Examples:
  • 📅 Appointment booked
  • ✅ Lead qualified
  • 🔧 Issue resolved
  • 💳 Payment collected
  • 📞 Callback scheduled
Reporting:
  • Used to calculate overall success rate
  • Primary metric in analytics dashboard
  • Determines if conversation was successful

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Examples

Primary Goal:
  • Name: “Appointment booked”
  • Description: “An appointment was successfully scheduled with confirmed date, time, service type, and contact information”
Secondary Goal:
  • Name: “Email collected”
  • Description: “Customer provided their email address for appointment reminders”
Primary Goal:
  • Name: “Lead qualified”
  • Description: “Lead meets qualification criteria with confirmed budget, timeline, decision-maker status, and identified pain points”
Secondary Goal:
  • Name: “Demo scheduled”
  • Description: “Product demo was successfully booked with the qualified lead”
Primary Goal:
  • Name: “Issue resolved”
  • Description: “Customer’s problem was addressed and resolution confirmed to their satisfaction”
Secondary Goal:
  • Name: “Feedback collected”
  • Description: “Customer provided feedback rating or suggestions for improvement”
Primary Goal:
  • Name: “Requirements collected”
  • Description: “Complete project requirements gathered including scope, budget, timeline, and decision process”
Secondary Goal:
  • Name: “Urgency identified”
  • Description: “Project urgency level and ideal start date were determined”

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Viewing Results

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Individual Conversations

View goal status for each call:
  1. Go to Conversations
  2. Click on a conversation
  3. View Goals section
  4. See which goals were achieved (achieved, partially achieved, or not achieved)

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Dashboard

View goal metrics across all conversations: Go to Dashboard to see goal completion rates and performance trends. Learn more about Dashboard →

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Best Practices

The AI uses your description to evaluate goal completion.❌ Vague: “Get customer info”✅ Clear: “Collect customer’s full name, email address, phone number, and reason for inquiry”
Don’t try to accomplish too much in one call.✅ Focus: One clear primary objective❌ Overload: Multiple competing primary goals
Secondary goals track additional value beyond your primary metric.Examples:
  • Primary: “Appointment booked” + Secondary: “Email collected”
  • Primary: “Issue resolved” + Secondary: “Feedback gathered”
  • Primary: “Lead qualified” + Secondary: “Demo scheduled”
Archive old goals to keep them out of the way while preserving historical data.To archive: Click archive icon next to goalTo restore: Click “View Archived” → Restore

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Tips

  • Align instructions with goals - While the agent doesn’t see goals during calls, write your agent instructions to guide conversations toward achieving your defined goals
  • Review regularly - Check goal achievement rates weekly to identify optimization opportunities
  • Refine definitions - Adjust goal descriptions if AI evaluation doesn’t match your expectations
  • Combine with analysis - Use Post-Call Analysis for detailed quality scoring

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Troubleshooting

Causes:
  • Goals created after conversations took place
  • Goals archived
Solutions:
  • Goals only apply to new conversations after creation
  • Check archived goals (click “View Archived”)
Causes:
  • Vague goal description
  • Description doesn’t match actual success criteria
Solutions:
  • Make description more specific and detailed
  • Provide clear success criteria
  • Test with a few calls and refine
Causes:
  • Goal too ambitious for conversation type
  • Agent instructions don’t align with goal
  • Goal description not specific enough
Solutions:
  • Review if goal is realistic for your use case
  • Update agent instructions to guide toward desired outcome
  • Make goal description more specific
  • Adjust goal definition based on actual conversation patterns

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Next Steps

Post-Call Analysis

Extract detailed insights

Post-Call Emails

Trigger emails from goals

Dashboard

View performance metrics

Review Conversations

Review goal results in conversations