Goals: Provide an understanding of why customers contact you and the group's progress towards goals for the various contact categories.

KPIs: Percentages of total contacts and agent resources, alerts exceeding thresholds, performance to goals, long term resource usage trends and variance of demand on resources.

Actively Changing Data: Performance to goals and alerts.

Data Sources: Contact data from the ACD, including reason codes; data from a speech analytics; or a CRM solution. The best data source combines data from all three systems into a single record.