# 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`)