Metrics helps you understand the state of your workflows and the team's performance, by providing you with the following KPIs:
Pending and completed tasks. Represents total pending tasks and completion throughput; together they constitute a leading indicator of potential latency problems.
Average Handling Time (AHT). Indicator of efficiency, as it represents the average time it takes to complete a task.
Turnaround Time (TAT). Quantifies latency, as it portrays the average time from task creation to completion.
These metrics are exposed at the org level, but also per workflow and user where it makes sense (ie no pending tasks or TAT per user).