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docs/kpi/definitions.md

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+# KPI Definitions (MVP Core)
+
+## SL (Service Level)
+`answered_within_threshold / total_interactions * 100`
+
+## ASA (Average Speed of Answer)
+`sum(wait_seconds for answered) / answered`
+
+## AHT (Average Handle Time)
+`sum(handle_seconds for answered) / answered`
+
+## Abandon
+`abandoned / total_interactions * 100`
+
+## FCR
+`resolved_first_contact / answered * 100`
+
+## AnswerRate
+`answered / total_interactions * 100`
+
+## WaitP95
+`p95(wait_seconds for answered)`
+
+## HandleP95
+`p95(handle_seconds for answered)`
+
+## Occupancy
+`sum(handle_seconds) / (sum(handle_seconds) + sum(wait_seconds)) * 100`
+
+## DigitalShare
+`non_voice_interactions / total_interactions * 100`
+
+## Supported Dimensions
+- `queue_id`
+- `channel`
+- `agent_id`
+- time window (`from_ts`, `to_ts`)