In the world of call centers, it is crucial to understand how your agents are performing. This in turn will tell you how your call center is performing, and with this information, you can go about and make optimizations and/or improvements. Reducing costs, improving metrics, and improving customer satisfaction is key to success in any business. Typically, performance data is measured as Key Performance Indicators (KPIs). KPIs are crucial for understanding call center performance, however this data is considered a KPI only if it is put into context, if it isn’t, it is called KMI (Key Metric Indicators).