About Key Performance Indicators (KPIs)

A Key Performance Indicator (KPI) is a business metric used to measure progress towards a business goal.

KPIs are often multi-dimensional, multi-level and made up of several base metrics and time variant constants. An example KPI could be Call Cost By Year, Quarter, Month, Week or Day:

  • Call Cost/Period = Call Volume * Cost Per Call * Rolled Up Period

    Where cost is dependent on call date, time of day, location and individual resource.

Each KPI element is made up of the following:

  • Formula: For example, the Call Cost per Period shown above.

  • Constants: For example, the Call Cost per Call.

  • ACD data: For example, the Call Volume.

KPIs typically span multiple levels and hierarchies. For example, the KPI above might be assessed by line of business within an organization, by agent team, skill group or even individual agents.

Analytics models KPIs in the following terms:

  • Value: What is the number being measured?

  • Goal: What is its expected value?

  • Status: Is the difference between the value and the goal satisfactory?

  • Trend: Is the KPI status improving?

KPI configuration data (the formula, constants and goal) are stored in the Analytics database, so that the KPI attributes, such as value, status and trend can be calculated in reports.

Several KPIs are included in the standard Analytics report models and can be included in reports. New KPIs can be added to report models (also called semantic models) using the Semantic Model Editor. For more information about the Semantic Model Editor, see the eGain Analytics Semantic Model Editor User Guide.

Reports based on KPIs may display KPI graphics. If a KPI report is exported (via a scheduled email for example) these graphics might not be displayed in some export formats, if the exported report cannot access the Analytics web server to retrieve the images, or the original report no longer exists.

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