Quality + CCaaS Quality metrics are possibly the most obvious KPI group to consider for many businesses, but it’s a general one to be sure. At the most basic level, these answer the “How are my agents doing?” question. However, it can be difficult to quantify as a broad goal. Once again, that’s why it’s helpful to break down the goal into something more specific that can be tracked, monitored, and ideally, improved! Remember, these metrics are often the result of customer response, as they are the ones whose opinions matter the most in this instance. GOAVANT.NET