{ "schema_version": "1.0", "title": "Contact Centre Performance", "summary": { "total_interactions": 197278, "inbound_calls": 134463, "outbound_calls": 54620, "chat_interactions": 8195, "human_routed_known": 99967, "human_contact": 68365, "completed_human_calls": 66075, "initial_abandonments": 31602, "post_contact_abandonments": 2290, "human_attention_rate": 0.6838756789740614, "initial_abandonment_rate": 0.31612432102593857, "total_abandonment_rate": 0.3390318805205718, "ai_end_count": 34492, "ai_end_share": 0.2565166625763221, "nps": 34.276076803321224, "nps_responses": 7708, "nps_promoters": 4486, "nps_passives": 1378, "nps_detractors": 1844, "nps_coverage": 0.05732431970133048, "satisfaction": 9.462648722449776, "satisfaction_responses": 5127, "satisfaction_coverage": 0.07499451473707307, "wait_mean_seconds": 67.2233370012104, "wait_median_seconds": 29.07, "wait_p90_seconds": 157.9464, "post_contact_abandonment_rate": 0.03349667227382432, "nps_zero_responses": 809, "nps_responses_without_zeros": 6899, "nps_without_zeros": 50.02174228149007, "satisfaction_with_zeros": 9.225137858908537, "satisfaction_responses_with_zeros": 5259 }, "periods": [ { "period": "Period 1", "is_partial": false, "total_interactions": 26153, "inbound_calls": 17965, "outbound_calls": 8040, "chat_interactions": 148, "human_routed_known": 14617, "human_contact": 9072, "completed_human_calls": 8881, "initial_abandonments": 5545, "post_contact_abandonments": 191, "human_attention_rate": 0.6206471916261886, "initial_abandonment_rate": 0.3793528083738113, "total_abandonment_rate": 0.39241978518163784, "ai_end_count": 3348, "ai_end_share": 0.186362371277484, "nps": 42.75436793422405, "nps_responses": 973, "nps_promoters": 613, "nps_passives": 163, "nps_detractors": 197, "nps_coverage": 0.054160868355134985, "satisfaction": 9.611544461778472, "satisfaction_responses": 641, "satisfaction_coverage": 0.07065696649029983, "wait_mean_seconds": 52.09185441609085, "wait_median_seconds": 15.888, "wait_p90_seconds": 146.1388, "post_contact_abandonment_rate": 0.02105379188712522, "nps_zero_responses": 97, "nps_responses_without_zeros": 876, "nps_without_zeros": 58.56164383561644, "satisfaction_with_zeros": 9.52241112828439, "satisfaction_responses_with_zeros": 647 }, { "period": "Period 2", "is_partial": false, "total_interactions": 30865, "inbound_calls": 20234, "outbound_calls": 9198, "chat_interactions": 1433, "human_routed_known": 15915, "human_contact": 10320, "completed_human_calls": 10007, "initial_abandonments": 5595, "post_contact_abandonments": 313, "human_attention_rate": 0.648444863336475, "initial_abandonment_rate": 0.351555136663525, "total_abandonment_rate": 0.3712221174992146, "ai_end_count": 4319, "ai_end_share": 0.2134526045270337, "nps": 42.621599340478156, "nps_responses": 1213, "nps_promoters": 767, "nps_passives": 196, "nps_detractors": 250, "nps_coverage": 0.059948601364040725, "satisfaction": 9.493212669683258, "satisfaction_responses": 884, "satisfaction_coverage": 0.08565891472868217, "wait_mean_seconds": 56.52418567389255, "wait_median_seconds": 21.757, "wait_p90_seconds": 151.95100000000002, "post_contact_abandonment_rate": 0.030329457364341086, "nps_zero_responses": 118, "nps_responses_without_zeros": 1095, "nps_without_zeros": 57.990867579908674, "satisfaction_with_zeros": 9.334816462736374, "satisfaction_responses_with_zeros": 899 }, { "period": "Period 3", "is_partial": false, "total_interactions": 44436, "inbound_calls": 32827, "outbound_calls": 9667, "chat_interactions": 1942, "human_routed_known": 26578, "human_contact": 14329, "completed_human_calls": 13606, "initial_abandonments": 12249, "post_contact_abandonments": 723, "human_attention_rate": 0.5391301076077959, "initial_abandonment_rate": 0.4608698923922041, "total_abandonment_rate": 0.48807284220031605, "ai_end_count": 6249, "ai_end_share": 0.19036159259146435, "nps": 16.90921690921691, "nps_responses": 1443, "nps_promoters": 721, "nps_passives": 245, "nps_detractors": 477, "nps_coverage": 0.04395771773235446, "satisfaction": 9.342163355408388, "satisfaction_responses": 906, "satisfaction_coverage": 0.06322841789378184, "wait_mean_seconds": 78.892117089322, "wait_median_seconds": 27.235999999999997, "wait_p90_seconds": 164.2625, "post_contact_abandonment_rate": 0.05045711494172657, "nps_zero_responses": 234, "nps_responses_without_zeros": 1209, "nps_without_zeros": 39.536807278742764, "satisfaction_with_zeros": 8.909473684210527, "satisfaction_responses_with_zeros": 950 }, { "period": "Period 4", "is_partial": false, "total_interactions": 41990, "inbound_calls": 29426, "outbound_calls": 10545, "chat_interactions": 2019, "human_routed_known": 19694, "human_contact": 14787, "completed_human_calls": 14236, "initial_abandonments": 4907, "post_contact_abandonments": 551, "human_attention_rate": 0.7508378186249619, "initial_abandonment_rate": 0.2491621813750381, "total_abandonment_rate": 0.27714024576012997, "ai_end_count": 9732, "ai_end_share": 0.3307279276830014, "nps": 26.17924528301887, "nps_responses": 1696, "nps_promoters": 898, "nps_passives": 344, "nps_detractors": 454, "nps_coverage": 0.05763610412560321, "satisfaction": 9.334322453016815, "satisfaction_responses": 1011, "satisfaction_coverage": 0.06837086630148104, "wait_mean_seconds": 79.02949157103687, "wait_median_seconds": 42.563, "wait_p90_seconds": 164.81800000000007, "post_contact_abandonment_rate": 0.03726246026915534, "nps_zero_responses": 187, "nps_responses_without_zeros": 1509, "nps_without_zeros": 41.815772034459904, "satisfaction_with_zeros": 9.039272030651341, "satisfaction_responses_with_zeros": 1044 }, { "period": "Period 5", "is_partial": false, "total_interactions": 30250, "inbound_calls": 19066, "outbound_calls": 9755, "chat_interactions": 1429, "human_routed_known": 13174, "human_contact": 11649, "completed_human_calls": 11372, "initial_abandonments": 1525, "post_contact_abandonments": 277, "human_attention_rate": 0.8842416881736754, "initial_abandonment_rate": 0.11575831182632458, "total_abandonment_rate": 0.13678457567936844, "ai_end_count": 5892, "ai_end_share": 0.30903178432812334, "nps": 42.78676988036594, "nps_responses": 1421, "nps_promoters": 890, "nps_passives": 249, "nps_detractors": 282, "nps_coverage": 0.07453057799223749, "satisfaction": 9.512388503468781, "satisfaction_responses": 1009, "satisfaction_coverage": 0.08661687698514894, "wait_mean_seconds": 57.43613465917717, "wait_median_seconds": 28.701500000000003, "wait_p90_seconds": 140.6296, "post_contact_abandonment_rate": 0.02377886513863851, "nps_zero_responses": 112, "nps_responses_without_zeros": 1309, "nps_without_zeros": 55.003819709702064, "satisfaction_with_zeros": 9.345666991236612, "satisfaction_responses_with_zeros": 1027 }, { "period": "Period 6", "is_partial": true, "total_interactions": 23584, "inbound_calls": 14945, "outbound_calls": 7415, "chat_interactions": 1224, "human_routed_known": 9989, "human_contact": 8208, "completed_human_calls": 7973, "initial_abandonments": 1781, "post_contact_abandonments": 235, "human_attention_rate": 0.8217038742616879, "initial_abandonment_rate": 0.17829612573831213, "total_abandonment_rate": 0.2018220042046251, "ai_end_count": 4952, "ai_end_share": 0.33134827701572434, "nps": 42.93139293139293, "nps_responses": 962, "nps_promoters": 597, "nps_passives": 181, "nps_detractors": 184, "nps_coverage": 0.06436935429909668, "satisfaction": 9.560650887573965, "satisfaction_responses": 676, "satisfaction_coverage": 0.08235867446393762, "wait_mean_seconds": 64.99560977074782, "wait_median_seconds": 34.208, "wait_p90_seconds": 156.2128, "post_contact_abandonment_rate": 0.028630604288499024, "nps_zero_responses": 61, "nps_responses_without_zeros": 901, "nps_without_zeros": 52.60821309655938, "satisfaction_with_zeros": 9.339595375722544, "satisfaction_responses_with_zeros": 692 } ], "channels": [ { "label": "Inbound calls", "count": 134463 }, { "label": "Outbound calls", "count": 54620 }, { "label": "Chat", "count": 8195 } ], "known_outcomes": [ { "label": "Ends with AI", "count": 34492, "share_of_inbound": 0.2565166625763221 }, { "label": "Completed human call", "count": 66075, "share_of_inbound": 0.49139912094777 }, { "label": "Initial abandonment", "count": 31602, "share_of_inbound": 0.23502376118337387 }, { "label": "Abandonment after human contact", "count": 2290, "share_of_inbound": 0.017030707332128543 } ], "teams": [ { "label": "Customer support", "inbound_calls": 86671, "human_routed_known": 86374, "human_contact": 56357, "completed_human_calls": 55148, "initial_abandonments": 30017, "post_contact_abandonments": 1209, "human_attention_rate": 0.652476439669345, "initial_abandonment_rate": 0.34752356033065507, "total_abandonment_rate": 0.36152082802695257, "wait_mean_seconds": 65.38006387338783, "wait_median_seconds": 33.385999999999996, "wait_p90_seconds": 156.90649999999997, "post_contact_abandonment_rate": 0.021452525861916 }, { "label": "Sales", "inbound_calls": 9672, "human_routed_known": 9628, "human_contact": 8864, "completed_human_calls": 7783, "initial_abandonments": 764, "post_contact_abandonments": 1081, "human_attention_rate": 0.9206481096800997, "initial_abandonment_rate": 0.0793518903199003, "total_abandonment_rate": 0.1916285832987121, "wait_mean_seconds": 90.31625155795597, "wait_median_seconds": 8.2365, "wait_p90_seconds": 180.1746000000001, "post_contact_abandonment_rate": 0.12195397111913357 }, { "label": "Network operations", "inbound_calls": 3746, "human_routed_known": 3742, "human_contact": 3050, "completed_human_calls": 3050, "initial_abandonments": 692, "post_contact_abandonments": 0, "human_attention_rate": 0.8150721539283805, "initial_abandonment_rate": 0.18492784607161947, "total_abandonment_rate": 0.18492784607161947, "wait_mean_seconds": 51.04348129342598, "wait_median_seconds": 24.044, "wait_p90_seconds": 149.053, "post_contact_abandonment_rate": 0.0 }, { "label": "Other", "inbound_calls": 34374, "human_routed_known": 223, "human_contact": 94, "completed_human_calls": 94, "initial_abandonments": 129, "post_contact_abandonments": 0, "human_attention_rate": 0.42152466367713004, "initial_abandonment_rate": 0.57847533632287, "total_abandonment_rate": 0.57847533632287, "wait_mean_seconds": 55.641775784753364, "wait_median_seconds": 10.089, "wait_p90_seconds": 134.77160000000006, "post_contact_abandonment_rate": 0.0 } ], "typologies": [ { "label": "Commercial and products", "inbound_calls": 38480, "outbound_calls": 34583, "chat_interactions": 900, "total": 73963 }, { "label": "Technical support", "inbound_calls": 40508, "outbound_calls": 302, "chat_interactions": 1024, "total": 41834 }, { "label": "Billing and payments", "inbound_calls": 5916, "outbound_calls": 55, "chat_interactions": 262, "total": 6233 }, { "label": "Account services", "inbound_calls": 5399, "outbound_calls": 0, "chat_interactions": 522, "total": 5921 }, { "label": "Other and unclassified", "inbound_calls": 7310, "outbound_calls": 2536, "chat_interactions": 34, "total": 9880 }, { "label": "Unspecified", "inbound_calls": 36688, "outbound_calls": 17074, "chat_interactions": 717, "total": 54479 }, { "label": "Not applicable", "inbound_calls": 162, "outbound_calls": 70, "chat_interactions": 4736, "total": 4968 } ], "methodology": { "rate_scale": "All rates are decimals from 0 to 1. NPS ranges from -100 to 100. Satisfaction is a mean score out of 10.", "periods": "Six consecutive reporting periods are relabelled chronologically. Period 6 contains a partial reporting period; its absolute volume is not comparable with complete periods.", "channels": "Interaction volume includes inbound calls, outbound calls and chat. Outbound records represent attempts; connection and sales success are not established.", "human_routed_known": "Completed human calls + initial abandonments + abandonments after human contact. AI endpoints and unknown outcomes are excluded.", "human_contact": "Completed human calls + abandonments after human contact, using the case outcome rules.", "human_attention_rate": "human_contact / human_routed_known.", "initial_abandonment_rate": "initial_abandonments / human_routed_known.", "total_abandonment_rate": "(initial_abandonments + post_contact_abandonments) / human_routed_known.", "post_contact_abandonment_rate": "post_contact_abandonments / human_contact.", "overlap": "Human attention and total abandonment overlap because contact may precede abandonment. Human attention plus initial abandonment equals 1 within known human-routed calls.", "ai_end_share": "AI endpoints / all inbound calls. An AI endpoint does not establish resolution or exclusive AI handling.", "known_outcomes": "The chart lists the four major known inbound outcomes. Unknown outcomes are omitted; shares use all inbound calls and need not sum to 1.", "nps": "100 * (promoters scoring 9-10 minus detractors scoring 0-6) / valid integer scores 0-10. Passives scoring 7-8 remain in the denominator. This is company recommendation.", "nps_zero_policy": "The primary calculation provisionally includes zero as a valid standard NPS response. The alternative removes zero responses from both numerator and denominator; it is sensitivity analysis, not measured improvement.", "nps_coverage": "Valid recommendation responses / all inbound calls. It is response coverage, not a survey invitation response rate.", "satisfaction": "Mean valid integer score 1-10 in known calls with human contact, following the brief. Zero is excluded pending clarification; satisfaction_with_zeros uses 0-10 in the same cohort.", "satisfaction_coverage": "Valid satisfaction responses / known calls with human contact. Respondents may not represent all callers.", "wait": "Routing time for known human-routed inbound calls, including zero waits and excluding AI endpoints. Mean, median and linearly interpolated P90 use the observed distribution. Seconds are a provisional operational assumption; source units require confirmation.", "teams": "Operational team means initial routing team, not final agent or department. Unspecified and unresolved routing groups are combined as Other. Survey scores are not released by team.", "typologies": "Only broad manually defined families are released. Original category text is excluded; rare review categories are merged into Other and unclassified.", "validation": "Headline aggregates reconcile with the saved and reopened native Power BI model. Public exports preserve the observed aggregate values; they are not synthetic data.", "interpretation": "Observed associations do not establish causes. The data do not establish first-contact resolution, revenue, sales conversion, service-level compliance or staffing requirements." }, "privacy": { "release_level": "Aggregate tables only.", "excluded_fields": [ "Individual interaction records", "Personal names and nicknames", "Agent identifiers", "Telephone numbers and mappings", "Interaction identifiers", "Calendar dates and timestamps", "Free-text comments and reasons", "Original files and model files", "Source paths", "Company and AI-provider names" ], "generic_labels": "AI and operational team labels are generic. Period labels preserve order without exposing calendar dates.", "small_groups": "Small review categories are merged into a broad family. Only operational team aggregates are released; no agent-level comparisons or small team survey cohorts are published.", "minimum_category_cell": "Released nonzero typology-by-channel cells contain at least 10 records. Structural zeroes remain visible." } }