What is an example of a 'Key Performance Indicator' (KPI) in workforce management?

Average Handling Time (AHT) is a critical example of a Key Performance Indicator (KPI) in workforce management because it measures the average duration a representative takes to resolve a customer's inquiry or issue, including both talk time and any follow-up tasks. This metric directly impacts efficiency and resource allocation, providing insights into how well the workforce is performing and affecting overall service levels. By analyzing AHT, managers can assess whether staffing levels and training programs are effective and make data-driven decisions to optimize performance and enhance customer satisfaction.

While other options provide valuable insights into different aspects of the business, AHT specifically pertains to workforce management by directly relating to the operational performance of agents in handling customer interactions. This makes it a vital component in evaluating the effectiveness and productivity of customer service teams.