Certain teams rely on time-based KPIs to make sure everything is running smoothly (a Customer Service KPI dashboard could include First Response Time (FRT) and/or Average Handle Time (AHT), for example).

When creating a time-based KPI, choose numerical as the unit. Then, reflect the context for the metric (ie. minutes, days, etc) in the name of the KPI. For example, Median First Time Response ≤ 6hr.

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