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Adaptive Intelligence · Smart KPI Engine

Every metric. Owned. Explained. Adaptive.

KPIs are dynamic objects — never hardcoded. Atlas understands new metrics the moment they appear, with thresholds, ownership, business impact, and confidence. Resolved for Business Unit → Line of Business → Team scope.

Persona view: Chief Operating Officer — emphasizes service_level, nps, qa
Service Level
% of contacts answered within target speed-of-answer.
On track
Current
91.4%
Target
95 %
-3.6
Owner
WFM Director
Confidence
96%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — Σ(contacts answered ≤ target ASA) ÷ Σ(contacts offered)
Business impact — Drives abandon rate, complaint volume, and SLA penalties.
Thresholds — watch 90 % · elevated 88 % · critical 85 %
Industry fit — Native to BPO.
Average Handle Time
Talk + hold + after-call work per interaction.
Watch
Current
372sec
Target
340 sec
+32
Owner
Operations Director
Confidence
92%
Direction
↓ Lower is better
How Atlas reasons about this KPI
Calculation — Σ(talk + hold + ACW) ÷ Σ(handled contacts)
Business impact — Direct lever on staffing requirement and unit cost.
Thresholds — watch 360 sec · elevated 420 sec · critical 480 sec
Industry fit — Native to BPO.
First Contact Resolution
% of customer issues resolved in a single contact.
Watch
Current
79.6%
Target
82 %
-2.4
Owner
Quality Director
Confidence
88%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — Σ(issues resolved on first contact) ÷ Σ(issues)
Business impact — Lower repeat contact, higher NPS, lower cost-to-serve.
Thresholds — watch 80 % · elevated 76 % · critical 72 %
Industry fit — Native to BPO.
Net Promoter Score
Promoters minus detractors.
Watch
Current
71pts
Target
74 pts
-3
Owner
CX Director
Confidence
90%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — %(9–10) − %(0–6) on rolling 30-day window
Business impact — Leading indicator for renewal scorecard and expansion.
Thresholds — watch 72 pts · elevated 68 pts · critical 60 pts
Industry fit — Generally applicable; weighted lower for BPO.
Quality Score
Calibrated QA score across sampled interactions.
Watch
Current
91.1%
Target
93 %
-1.9
Owner
QA Director
Confidence
87%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — Weighted form score across sampled interactions.
Business impact — Coaching priority, compliance exposure, repeat contact.
Thresholds — watch 92 % · elevated 89 % · critical 85 %
Industry fit — Generally applicable; weighted lower for BPO.
Transfer Rate
% of contacts transferred between queues.
Watch
Current
9.6%
Target
8 %
+1.6
Owner
Operations Director
Confidence
89%
Direction
↓ Lower is better
How Atlas reasons about this KPI
Calculation — Σ(transferred) ÷ Σ(handled)
Business impact — Each transfer adds ~$8 handle cost and drops CSAT ~6 pts.
Thresholds — watch 8 % · elevated 10 % · critical 12 %
Industry fit — Native to BPO.
Shrinkage
Non-productive paid time as % of scheduled.
Watch
Current
31.2%
Target
28 %
+3.2
Owner
WFM Director
Confidence
90%
Direction
↓ Lower is better
How Atlas reasons about this KPI
Calculation — Σ(absence + meetings + training) ÷ Σ(scheduled)
Business impact — Direct lever on required staff and overtime spend.
Thresholds — watch 30 % · elevated 33 % · critical 36 %
Industry fit — Generally applicable; weighted lower for BPO.
Occupancy
% of logged-in time spent handling contacts.
On track
Current
89.5%
Target
88 %
+1.5
Owner
Operations Director
Confidence
94%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — Σ(handle + ACW) ÷ Σ(logged-in)
Business impact — Above 92% burns out agents and increases attrition.
Thresholds — watch 88 % · elevated 85 % · critical 82 %
Industry fit — Native to BPO.
Forecast Accuracy
1 − |actual − forecast| ÷ actual.
Watch
Current
87.4%
Target
92 %
-4.6
Owner
Forecasting Lead
Confidence
86%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — 1 − Σ|actual − forecast| ÷ Σ(actual)
Business impact — Inaccurate forecast cascades into SL, occupancy, and OT cost.
Thresholds — watch 90 % · elevated 86 % · critical 82 %
Industry fit — Generally applicable; weighted lower for BPO.
Compliance Score
% of audited interactions free of regulatory findings.
On track
Current
98.4%
Target
98 %
+0.4
Owner
Compliance Officer
Confidence
95%
Direction
↑ Higher is better
How Atlas reasons about this KPI
Calculation — Σ(audits with no findings) ÷ Σ(audits)
Business impact — Findings can trigger penalties and program review.
Thresholds — watch 98 % · elevated 96 % · critical 92 %
Industry fit — Generally applicable; weighted lower for BPO.
Claims Cycle Time
Hours from claim receipt to adjudication.
Watch
Current
42.1hours
Target
36 hours
+6.1
Owner
Claims Director
Confidence
84%
Direction
↓ Lower is better
How Atlas reasons about this KPI
Calculation — Σ(adjudication_ts − receipt_ts) ÷ Σ(claims)
Business impact — Member satisfaction, provider relations, regulatory windows.
Thresholds — watch 36 hours · elevated 48 hours · critical 72 hours
Industry fit — Generally applicable; weighted lower for BPO.
Authorization Turnaround
Hours to authorize service request.
Watch
Current
28.4hours
Target
24 hours
+4.4
Owner
Utilization Mgmt Lead
Confidence
83%
Direction
↓ Lower is better
How Atlas reasons about this KPI
Calculation — Σ(auth_decision_ts − request_ts) ÷ Σ(requests)
Business impact — Care delays drive complaints and STAR ratings impact.
Thresholds — watch 24 hours · elevated 36 hours · critical 48 hours
Industry fit — Generally applicable; weighted lower for BPO.
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