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PROTOTYPE — MOCK DATAFigures are generated fixtures derived from the registry. Not ACF actuals.
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Every sprint from F0, generated from the plan ledger — including the findings, not only the features.

KPI dashboard documentation

The fourteen numbered deliverables, what each one answers and who it is for.

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Every round so far, and what each one produced. This is the loop the product was actually built on.

Vu Tuan Minh (CEO)
exec · read-only
Scope
ACF and below
Settings — access rules and audit →

Clears the persona and returns you to the default reader. At fullstack this is Entra ID (A-21) and the identity stops being a cookie.

LAYER 3 — DEPARTMENT KPI PACK

Tele-Sales (ACF return)

26 metrics0 leading · 26 lagging26 unmeasured26 without a target

OWNERS Head of Telesales/Telesales Dept.·Head of Telesales/Telesales / CRPM·Head of Telesales/Telesales / QA·Head of Telesales/Telesales / Compliance·Head of Telesales/Telesales / CS·Head of Telesales/Telesales / HR— two roles, never one person (R-G-02)

Total Leads Assigned
TL-01
—
No data
no series
UNMEASUREDLOOM○ NOT REPORTEDP3
Total Outbound Calls
TL-02
—
No data
no series
UNMEASUREDStringee○ NOT REPORTEDP3
Calls per Agent
TL-03
—
No data
no series
UNMEASUREDStringee○ NOT REPORTEDP3
Contact / Answer Rate
TL-04
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Successful Contact Rate
TL-05
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Consent Rate
TL-06
—
No data
no series
UNMEASUREDConsent portal○ NOT REPORTEDP3
Application Conversion Rate
TL-07
—
No data
no series
UNMEASUREDCRM and LOOM○ NOT REPORTEDP3
Contact-to-Application Rate
TL-08
—
No data
no series
UNMEASUREDCRM and LOOM○ NOT REPORTEDP3
Approval Rate
TL-09
—
No data
no series
UNMEASUREDCRM and LOOM○ NOT REPORTEDP3
Disbursement Conversion Rate
TL-10
—
No data
no series
UNMEASUREDLOOM○ NOT REPORTEDP3
Total Disbursement Amount
TL-11
—
No data
no series
UNMEASUREDLOOM and T24○ NOT REPORTEDP3
Disbursement vs Plan
TL-12
—
No data
no series
UNMEASUREDLOOM and T24○ NOT REPORTEDP3
Number of Disbursed Loans
TL-13
—
No data
no series
UNMEASUREDLOOM and T24○ NOT REPORTEDP3
Average Ticket Size
TL-14
—
No data
no series
UNMEASUREDT24 / DWH○ NOT REPORTEDP3
Disbursement per Agent
TL-15
—
No data
no series
UNMEASUREDT24 / HR○ NOT REPORTEDP3
Applications per Agent
TL-16
—
No data
no series
UNMEASUREDCRM / LOS○ NOT REPORTEDP3
Average Handling Time (AHT)
TL-17
—
No data
no series
UNMEASUREDNA○ NOT REPORTEDP3
Average Talk Time
TL-18
—
No data
no series
UNMEASUREDNA○ NOT REPORTEDP3
Follow-up Conversion Rate
TL-19
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Lead Loss / Drop-off Rate
TL-20
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Refusal Rate
TL-21
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Call Quality / QA Score
TL-22
—
No data
no series
UNMEASUREDStringee○ NOT REPORTEDP3
Compliance Adherence Rate
TL-23
—
No data
no series
UNMEASUREDStringee○ NOT REPORTEDP3
Customer Complaint Rate
TL-24
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Agent Attendance / Schedule Adherence
TL-25
—
No data
no series
UNMEASUREDStringee and Zalo OA○ NOT REPORTEDP3
Telesales Headcount vs Plan
TL-26
—
No data
no series
UNMEASUREDNA○ NOT REPORTEDP3
LAYER 4 · THE PEOPLE UNDER THESE NUMBERS
readiness 53/100
10
ROSTERED
people with a scorecard
35%
COVERAGE
median · floor 60%
0
CAN BE RATED
of 10
0/4
GATE
conditions met

Commitments: 147 of 210 delivered by the date agreed (70%), from the project tool via the delivery feed. Not comparable with another department's figure — their work is not the same kind of work.

Nobody in this department can be rated today — and the reason is above the line, not below it: coverage is 35% because these metrics mostly have no target and none is certified. Fixing the pack fixes Layer 4; there is no separate Layer-4 problem to solve.

Team rosterAll departments
INTERNAL PROCESS · WHAT WE NEED BACK
  1. Is this what you are accountable for? Delete what is not; add what is missing.
  2. Is the formula right — especially the denominator?
  3. Who is the metric owner and who is the data owner? They must be two different people.
  4. What is the target, and on what basis was it set?
  5. Where does the number come from today — which system, or which spreadsheet?