---
title: Add KPI targets for agents
description: Set key performance indicator goals that you want your agents to achieve so that they can improve the quality of how they resolve incidents. You can also set goals to monitor and improve an existing baseline measurement.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/add-kpi-targets-agents-wfo-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Analyzing team performance, Teams, Workforce Optimization for ITSM, IT Service Management]
---

# Add KPI targets for agents

Set key performance indicator goals that you want your agents to achieve so that they can improve the quality of how they resolve incidents. You can also set goals to monitor and improve an existing baseline measurement.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: pa\_target\_admin and sn\_team\_perf.team\_performance\_admin

## About this task

You can set a global KPI target for an agent or a team that you manage. You can create the target for any indicator in the KPI group associated with the KPI assignment group that you manage. When you set the global target, it is visible to anyone within the assignment group and also displays on the time-series widget.

When you set a personal target, it is only visible to you.

## Procedure

1.  Navigate to **All** > **Workforce Optimization for ITSM** > **Manager Workspace**.

2.  Click the teams icon.

3.  Select a team.

4.  Select the agent for whom you want to set KPI targets.

5.  Click the target icon.

    -   To create a new target, click the plus \(+\) sign.
    -   To edit an existing target, select the target you want to edit.
6.  Select the target type.

    -   To set a global target, click **Global**.
    -   To set a personal target, click **Personal**.
7.  Set the KPI target.

<table id="choicetable_fdw_lqf_t4b"><thead><tr><th align="left" id="d260018e161">

To

</th><th align="left" id="d260018e164">

Do this

</th></tr></thead><tbody><tr><td id="d260018e170">

**Update an existing target**

</td><td>

In the **Target** field, update the value that you'd like the agent to achieve for the selected KPI.

</td></tr><tr><td id="d260018e182">

**Set a target for a key performance indicator**

</td><td>

1.  Select the KPI for which you want to set the target.
2.  In the **Target** field, enter a value that you'd like the agent to achieve for the selected KPI.


</td></tr><tr><td id="d260018e203">

**Set a target to improve an existing baseline value**

</td><td>

1.  Select the KPI for which you want to set the target.
2.  Enable the **Set target as an improvement of the baseline** checkbox.
3.  From the **Target Calculation** list, select the unit for this target.
    -   If you select Percentage %, in the **Percentage %** field, enter a target percentage value.
    -   If you select Units of the KPI, in the **Units of the KPI** field, enter the number of units as an integer value by which you what to improve the KPI.


</td></tr></tbody>
</table>8.  In the **Start date** field, click the calendar icon, select the date when you want to start tracking the goal for the target, and click **OK**.

9.  In the **Review date** field, click the calendar icon, select the date when you want to review the set goal, and click **OK**.

10. Set the target.

    -   If you are creating a new target, click **Save**.
    -   If you are updating an existing target, click **Update**.
    You can analyze the target trend in the indicator time-series metric.


**Parent Topic:**[Analyzing team performance using Teams in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/teams-workforce-optimization-configurable-wfo-itsm.md)

**Related topics**  


[Performance Analytics targets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/now-intelligence/pa-targets.md)