Metrics helps you understand the state of your queue 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). Gauges 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.
Accuracy. Indicates the percentage of correctly completed tasks out of all completed tasks that have been audited.
These metrics are exposed at the org level, but also per queue and user where it makes sense (ie no pending tasks or TAT per user).