Every report and dashboard the account should have — metric categories down the side, delivery cadence across the top. Tap a cell each time its status changes.
Phase 00 · Gate
Write the data dictionary before you build any cell below
Service level has four legal formulas and two BPOs can both report 82% from identical contacts. Occupancy, utilization and adherence get used interchangeably and share no denominator. One vendor ships two occupancy formulas in its own docs. Every report on this map inherits whatever gets pinned down here — or inherits the ambiguity.
Done when → two reports of the same metric for the same period land within 1–2 points.
Four rules every cell inherits
Specs, not reports — apply these to whatever you build.
Two decks, one model
Every client-facing report gets an internal-ops twin from the same facts. Different framing, same numbers — or you're running two sets of books.
Pair the gameable ones
FCR with repeat-contact rate. AHT with FCR. Occupancy with attrition. Cost per contact with cost per resolved contact.
Σ numerator ÷ Σ denominator
Never average interval percentages. A day that averages 70% can be 53.6% contact-weighted — and both numbers will render if the semantic layer is wrong.
Gates, not weights
Fatal and compliance defects sit beside the average score, never inside it. Weighted, one catastrophic failure vanishes behind good AHT.
Five packs cover 57 of the 65 live cells
Tap a pack to light up the cells it fills — build packs, not one-off reports.
Tap a cell for its design →·not planned○planned◐in progress✓built·flagship — hover for why