output and process metrics

Ops Metrics
Results
Transaction Type	KCRP	Metric
I/Bound Voice Cust Service	EU Calls	Service Level
		Abandonment Rate
		Fatal Error Accuracy
		Non Fatal Error Accuracy
		Contact Resolution
		Revenue Generation
		Volume
		Utilization
		Average Handle Time
		Cost per Transaction
	Call Backs	On Time
		Backlog
		Fatal Error Accuracy
		Volume
		Average Handle Time
	Escalations	On Time
		Backlog
		Fatal Error Accuracy
		Volume
		Average Handle Time
O/Bound Voice Contacts	O/B Calls	RPConnect rate
		List Backlog
		Compliance Accuracy
		Fatal Error Accuracy
		Non Fatal Error Accuracy
		Cost per unit
		RPC per hour
		Yield per hour
		Dialer Completion Rate
		Abandonment Rate
		Utilization
Collections	O/B Calls	Amount Collected
		Recovery Rate
		Promise to Pay
		Kept Promises Rate
		RPConnect rate
		List Backlog
		Compliance Accuracy
		Fatal Error Accuracy
		Non Fatal Error Accuracy
		Cost per unit
		RPC per hour
		Yield per hour
		Dialer Completion Rate
		Abandonment Rate
		Utilization
Transaction Processing	Transactions	On Time
		Backlog
		Fatal Error Accuracy
		Non Fatal Error Accuracy
		Volume
		Average Handle Time