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Key Performance Indicators

KPIs are graphic representations of the current situation of the most common processes in TOPdesk. You have direct insight into the status and trends of a process.

KPIs and Report Wizards

KPIs (Key Performance Indicators) are measurement criteria that you can use to monitor and report on fields for specific purposes. KPIs are based on fields from various Report Wizards. All these fields can be used for Key Performance Indicators. KPIs can only be set up for processes for which a Report Wizard is available.


Examples of indicators include:

  • The number of unclosed calls at the end of a certain period (Call Management).

  • The number of skipped activities per period (Operations Management).

You can determine per process which indicators are displayed on your Dashboard. You can also define the norm values and time span.