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