How to calculate productivity of people and efficiency of their productivity in contact center on all employees and management levels?

Conceptually, productivy is mesured by the number of units produced in a unit of time and effeciency is mesured by comparing productivity figures to the standard ones for the job.

In call centers you usually measure parameters like number of completed calles, number of problems resolved in the first call, number of un answered calls, & averag duration of the calls.

Theoritcally productivy is mesured by how many units are produced in a certain time.