57 lines
1.6 KiB
JSON
57 lines
1.6 KiB
JSON
{
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"dimensions": {
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"volumetry": {
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"class": "beyond_metrics.VolumetriaMetrics",
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"enabled": true,
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"metrics": [
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"volume_by_channel",
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"volume_by_skill",
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"channel_distribution_pct",
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"skill_distribution_pct",
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"heatmap_24x7",
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"monthly_seasonality_cv",
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"peak_offpeak_ratio",
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"concentration_top20_skills_pct"
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]
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},
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"operational_performance": {
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"class": "beyond_metrics.dimensions.OperationalPerformance.OperationalPerformanceMetrics",
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"enabled": true,
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"metrics": [
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"aht_distribution",
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"talk_hold_acw_p50_by_skill",
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"fcr_rate",
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"escalation_rate",
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"abandonment_rate",
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"high_hold_time_rate",
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"recurrence_rate_7d",
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"repeat_channel_rate",
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"occupancy_rate",
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"performance_score"
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]
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},
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"customer_satisfaction": {
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"class": "beyond_metrics.dimensions.SatisfactionExperience.SatisfactionExperienceMetrics",
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"enabled": true,
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"metrics": [
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"csat_global",
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"csat_avg_by_skill_channel",
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"nps_avg_by_skill_channel",
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"ces_avg_by_skill_channel",
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"csat_aht_correlation",
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"csat_aht_skill_summary"
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]
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},
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"economy_costs": {
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"class": "beyond_metrics.dimensions.EconomyCost.EconomyCostMetrics",
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"enabled": true,
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"metrics": [
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"cpi_by_skill_channel",
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"annual_cost_by_skill_channel",
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"cost_breakdown",
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"inefficiency_cost_by_skill_channel",
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"potential_savings"
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]
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}
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}
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} |