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The WFM Architect

The KPI Starter Dashboard

The first 12-15 numbers to track before you build anything else

Building WFM reporting from scratch? Start here.

Most contact center leaders track 30+ metrics and surface the wrong ones. These 15 are the universal minimum — filter by who owns each one, or narrow to the 5 that matter most before Monday's stand-up.

The 3 red flags you cannot ignore
Occupancy > 88%
Agents will burn out. Attrition hits in 4–6 weeks.
Abandon Rate > 8%
Your revenue is walking away. Calls not being offered to agents fast enough.
Shrinkage > 35%
Schedule discipline has collapsed. Audit adherence and leave categories this week.
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Reference

The 15 KPIs

OPSOps Mgr QAQuality WFMWorkforce FINFinance CXCustomer Exp HRPeople

Gold-flagged notes are a lead-time taste — the deeper formula, trip threshold, and "action when it trips" playbook for these live in the WFM OS Flagship, not here.