The most common key performance indicators (KPIs) in workforce management will change over time as your business changes, your workforce practice matures and as new challenges arise – new types of work, new groups of staff, merging operations, splitting out operations into separate units, etc., are all challenges of a modern enterprise. Some metrics which are inputs from the external systems that route the work which the staff you manage will process, these could be ACDs, dialers, chat routers, messaging routers, video call routers, back-office routing systems, or even unrouted work manually counted and tracked. The unit of work depends on the type of media being handled, often these are generically referred to as contacts, however, they could represent an inbound or outbound voice connection, a chat conversation, a direct message conversation over social channels, a video connection including audio, an email ora back-office task such as a step in a mortgage application approval process, etc.
Examples of these types of metrics are contacts offered, contacts handled, wrap up time, handle time, handling characteristics of messaging contacts and more. These are useful in forecasting future work volumes and monitoring current activity. Another group of metrics to track are related to the employees you manage, not only their performance – how many contacts of what type are being handled, but also how actual activity and scheduled activity compare. Additionally, metrics related to how many employees are connected to work queues over time can be useful when managing relationships with staffing outsourcers. The final set of metrics to consider are real-time agent information used in the comparison of assigned activity to actual activity — this information is best used to manage deviations that are outside of business norms.
Alvaria Workforce has a comprehensive set of functions allowing administrators, business analysts and employees to view and manage their workforce duties in the office or on the go. In addition, Alvaria Performance has a pre-build integration with Alvaria Workforce and offers dozens of metrics which can be managed as KPIs based on your unique needs.