What Is a Key Performance Indicator?
A KPI is any metric that matters to your business strategy. Unlike vanity metrics (page views, follower counts), KPIs directly tie to business outcomes. For a sales team, KPIs might be conversion rate or deal size. For support, KPIs are first-call resolution and customer satisfaction. Plura's conversation analytics turn raw interaction data into KPIs—revealing conversion rates, customer satisfaction trends, and agent performance metrics that matter to your business.
How KPIs Differ From Metrics
All KPIs are metrics, but not all metrics are KPIs:
Metrics measure activity: Website traffic, email sent, calls handled
KPIs measure outcomes: Revenue generated, customers retained, issues resolved
Metrics can be vanity: High traffic doesn't guarantee revenue
KPIs always matter: They directly impact business goals
One company's KPI can be another's metric: Context determines importance
Why KPIs Drive Strategic Focus
Organizations that define and monitor KPIs make better decisions. KPIs create alignment—everyone understands what matters. They enable accountability because performance is measurable. They reveal where to invest resources because you can see which activities drive results. Plura's integrated dashboards surface KPIs in real-time so teams can act on performance trends immediately.
How Plura Helps Track KPIs
Plura simplifies KPI management:
Unified visibility: Track KPIs across voice, SMS, and chat in one platform
Real-time reporting: See performance trends as they happen, not in monthly reports
Automated tracking: No manual spreadsheets—KPIs are calculated automatically
Actionable alerts: Get notified when KPIs fall below targets so you can intervene
Common Business KPIs
While KPIs vary by industry, some universally important metrics include:
Revenue metrics: Total revenue, revenue per customer, profit margin
Customer metrics: Conversion rate, churn rate, customer acquisition cost, lifetime value
Operational metrics: First-call resolution, average handle time, employee productivity
Satisfaction metrics: Net Promoter Score, customer satisfaction, employee satisfaction