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Executive Insights
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Score Distribution
Medium & High Complexity Volume by Channel
Top 10 Dept/Channel by Medium & High Complexity Volume
Top 10 Queues by Medium & High Complexity Volume
Weekly Contact Volume & Complexity Trend
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Scoring Methodology & Weight Rationale
Each contact scored across 6 KPI dimensions. Rated into Bucket 1 (low), 2 (medium), or 3 (high). Final score uses min–max normalization:
composite = Σ (bucket_scorei × weighti)
score = ((composite − 10.0) / 20.0) × 100
Min=10.0 (all Bucket 1) → Score 0 | Max=30.0 (all Bucket 3) → Score 100
Low (0–25): Routine
Medium (26–40): Moderate effort
High (41+): Senior agent recommended
| KPI Attribute | Column | Weight | Score 1 (Low) | Score 2 (Medium) | Score 3 (High) |
|---|---|---|---|---|---|
|
Contact Reason
Dynamic — ranked by avg AHT per month
|
case_category_score | 3.5 |
Rank 41+ categories
Lowest AHT bucket
|
Rank 21–40 categories
Mid AHT bucket (next 20)
|
Top 20 categories
Highest avg AHT
|
| Workflow Count | workflow_score | 2.0 | ≤ 2 workflows | 3–10 workflows | > 10 workflows |
| Customer Talk % | talk_pct_score | 2.0 |
< 20%
Low customer talk share
|
21–45%
Moderate talk share
|
> 45%
High customer talk share
|
| Repeat Caller | repeat_caller_score | 1.5 | First call | 2nd call | 3rd+ call |
| Transfer Count | transfer_score | 0.5 | No transfer | 1 transfer | 2+ transfers |
|
Gen / Non-Gen
Genuine × Top 20 AHT matrix
|
gen_score | 0.5 |
Genuine & non-Top 20
Standard resolution path
|
Genuine & Top 20 or Non-genuine & non-Top 20 Mixed complexity signals
|
Non-genuine & Top 20
Highest agent friction
|
Contact-Level Drilldown
Select a contact to see its full KPI score breakdown and spider chart. Filter by complexity tier below.
Complexity:
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Contact Information
KPI Score Breakdown
| KPI Attribute | Bucket Score | Weight | Score × Weight | Visual |
|---|
Recommendations for Leadership
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