The KPI & performance module (part of the HR add-on) helps you set targets for your team, review how everyone is doing, and support agents who need it — all in a structured, repeatable way.
Templates
Start by building a KPI template — the reusable blueprint for a review. A template defines the performance goals and behaviour objectives you want to measure and how each is rated. Reuse a template across many people so reviews stay consistent.
KPI forms
A KPI form applies a template to one person for a period. The agent completes their self-evaluation, then their superior reviews and rates it. The form captures the goals, the ratings and the notes in one place.
Performance improvement (PIP)
When someone needs extra support, a PIP lets you set out clear expectations, actions and check-ins, and track progress against them over time.
Roles
Who can edit which part depends on their relationship to the review — the assignee fills in their own section, the superior completes theirs, and admins can manage the whole thing.