In a support team, objectives and key results (OKRs) are the goals you set for your agents and department as a whole.
Goals should be set from the company level all the way down to the individual level, and you should understand how all these goals work together to achieve the overall company vision.
The support team’s goals complement and work alongside the broader goals of the company. Good goals are not set randomly, but after extensive research that make it clear why you are setting them.
Read this if you want to learn more about setting support team goals