Employees are measured by performance goals on the work they perform, individually and as a comparison to their team or cohort of similarly skilled and proficient staff. Examples of performance goals could be average handle time (AHT), which is a metric used to measure the length of a customer phone call and first call resolution (FCR), which is when the customer’s issue is resolved by an agent within the first call made. Employees can also be measured by their adherence and compliance to assigned activities. Supervisors can be measured by team performance in terms of work as well as employee metrics. Workforce business analysts can be measured based on metrics like forecast accuracy (the difference between forecasted calls offered and actual calls made divided by forecasted calls offered), timeliness of delivery of planning tasks, and response to the unexpected like higher call volumes, data incidents, website crashes and so on.