What are KPIs and why do I need them?
- Vonage AI Studio
Setting KPIs (Key Performance Indicators) is important to create realistic expectations regarding Agent capabilities and performance. Determine what exactly it is that you are trying to achieve with the virtual agent.
Try to keep realistic KPIs - For example, if a call center client expects the agent to take over the work of 20 live agents in the first month, this might be an unrealistic target.
Keep track of the goals and expectations and refine them as you go.