Companies contract with Cool to answer their phones and provide customer support... ("your call is very important to us, please stay on the line..."). A large appliance store has contracted with Cool to answer customer questions about various appliances. Your job is to build a dashboard so that the Call Center can monitor their performance. You need to determine what the KPIs (Key Performace Indicators) are. In other words - what do you think needs to be monitored; can be for performance reviews, bonuses, improvement, reports to clients who hire the call center, etc