Khoros Atlas Logo

%3CLINGO-SUB%20id%3D%22lingo-sub-557470%22%20slang%3D%22en-US%22%3EKPI%20%2F%20Metrics%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-557470%22%20slang%3D%22en-US%22%3E%3CP%3EWhat%20are%20the%20optimal%203%20or%204%20KPI's%20to%20be%20used%20to%20determine%20performance%20at%20a%20Social%20Media%20agent%20level.%20primarily%20focused%20on%20agent%20efficiency%20and%20handle%20time%2C%20customer%20satisfaction%2C%20resolve.%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-564941%22%20slang%3D%22en-US%22%3ERe%3A%20KPI%20%2F%20Metrics%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-564941%22%20slang%3D%22en-US%22%3E%3CP%3EFollowing%20this%20for%20ideas-%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fcommunity.khoros.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F91249%22%20target%3D%22_blank%22%3E%40iainjoyy1%3C%2FA%3E%26nbsp%3BSo%20far%20I%20report%20out%20on%20response%20time%20SLA%20for%20the%20team%20as%20a%20whole%20(we%20have%20an%20sla%20of%20under%202%20hours)%20so%20I'm%20curious%20as%20to%20what%20else%20people%20come%20up%20with.%3C%2FP%3E%3C%2FLINGO-BODY%3E
Occasional Contributor
Occasional Contributor

KPI / Metrics

What are the optimal 3 or 4 KPI's to be used to determine performance at a Social Media agent level. primarily focused on agent efficiency and handle time, customer satisfaction, resolve. 

1 Reply 1
Highlighted
New Commentator

Re: KPI / Metrics

Following this for ideas- @iainjoyy1 So far I report out on response time SLA for the team as a whole (we have an sla of under 2 hours) so I'm curious as to what else people come up with.

0 Kudos
Reply
Loading...