Not all channels run on the same metrics. And if you’re tracking the wrong ones, even the best AI might not make the impact you envisioned. This checklist helps you align KPIs with the unique levers in voice, chat, email, and SMS, so your teams (and tools) actually drive results.
Get the “Metrics by Channel Checklist”
Stop Tracking Everything. Start Tracking What Works.
In multichannel contact centers, it’s easy to fall back on blanket metrics like average handle time. But voice, chat, email, and SMS each require different levers, and different ways to measure success.
This checklist helps you identify misaligned metrics by channel, prioritize the KPIs that actually impact productivity, and uncover where AI can really make a difference. Because if your AI tools aren’t delivering ROI—the problem might be your metrics.
What’s Inside the Checklist
For each core channel—voice, chat, email, SMS—you’ll get:
Must-track productivity metrics
High-impact AI assist opportunities
Practical pro tips from real-world CX environments
A bonus section on omnichannel strategy
Used by contact center leaders to identify hidden inefficiencies, track smarter, and get more value from their AI tools.
Get the "Metrics by Channel Checklist”
This quick-reference PDF is built for CX leaders and ops teams who want clear, channel-specific metrics that drive measurable results. Print it. Use it. Build your reporting strategy around it.
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