The difference is in the transparency and purpose of the metrics. Salesforce’s entire purpose is to measure and publicize performance metrics across the busines

The difference is in the transparency and purpose of the metrics. Salesforce’s entire purpose is to measure and publicize performance metrics across the business, down to the individual. In Sales, this means meetings, calls, deals, etc. In Service, this means satisfaction scores, handle times, etc. All of those are well understood employee productivity scores. I think this scares people because no one is sure how it’ll be measured and used. At first blush, it just looks like a proxy for identifying luddites and/or people who hate chat — regardless of their actual job performance.