call-center/docs/kpi/definitions.md

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)