How to measure your WFM team KPI's?

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How to measure your WFM team KPI's?
Hi guys,

I wanted to ask you how you are measuring the KPI's for the schedulers and the real time analyst. How do you measure their productivity and how efficient they are?



Call Centre Helper

Does this article help?

Not really ,those ar...
Not really ,those are more directly based as the entire performance of the team, but I am looking forward to measure as an individual.

Actually my main concerns is mostly directed to the Real Time Analyst.... how do you measure their performance?
I know they need to handle the queues, move agents from one skill to another, walk the floor and provide assistance, but how to measure this?



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