KPIs & Metrics 101
Everything you need to know about KPIs to start your data driven journey
KPIs & Metrics 201
Real life business examples of KPIs and how to establish key business metrics
Rather than waiting in a queue or being put on hold for a long period of time, some callers will leave a message with personal information allowing agents to call them back. The Callback Messaging metric monitors the number of messages that come in with this information.
Number of callback messages
Example of KPI target
Messages requesting a callback