A KPI is a Key Performance Indicator. KPIs are used to measure performance, quality of work, and to operate as monitors of established performance agreements in the workplace. Although KPIs are commonly used in the workplace, they are frequently criticized for their apparent superficiality, arbitrariness and lack of recognition of the existence of other, more reliable reporting options.

A typical call center KPI will include:

• Number of calls taken
• Duration of calls
• Time sheet
• Log records