Watch: What are KTIs?

Video transcript

Before you begin using KTIs, let's take a quick look at what they are and why they matter. KTI stands for Key Training Indicators - metrics used to measure CSR and Technician performance and track progress toward your company's goals. KTIs include important performance metrics, such as Revenue, Close Rate, Average Ticket, Conversion Rate and other indicators.

Tracking these metrics helps you monitor performance, identify trends, and uncover opportunities for coaching and improvement. From the left navigation, open KTIs. Here, you'll find three main sections: Goals - where you can manage company and individual goals.

Technicians - where you can track Technician performance and CSRs - where you can monitor Customer Service Representative performance. As you use the Service Operating System, you'll see these metrics throughout your performance views, helping you better understand how individual team members and your overall team are performing. To learn more about how KTIs are calculated and what each metric means, we recommend taking "Lesson 1" of the Technician KTI Analysis Course - Optimizing Technician Training Through KTI Data, which you can find under Courses in the left navigation.

Now that you understand what KTIs are, you're ready to start using them to track performance, measure progress, and identify opportunities for coaching and improvement.