Three linked pages cover twelve months of contact-center performance across three vendors and five sites.
There's an executive summary, a full metric breakdown for each vendor, and the raw data behind both. This guide
covers what each page shows and how the controls work, and it shows you how to drill from a headline finding down to the
rows of data behind it.
The story, and two controls that reshape everything below them.
The page opens on the full year across all call types, which is the headline view. Two pickers near the top change
what every chart, table and finding on the page shows, and they update live:
1Reporting period. Defaults to Full Year. Click any month button to switch the whole page (KPIs, findings, charts and tables) from the 12-month trend to that single month.
2Call type. Defaults to All Call Types. Click a specific queue (Early Stage, Inbound Care, Late Stage, Recovery) to filter everything on the page to just that queue. Not every metric exists on every queue. If a metric isn't measured there, the page says so instead of showing a broken chart.
3KPI tiles. Four headline numbers for whatever period and call type are selected: total credits identified, the vendor with the largest exposure, the overall breach rate, and the single most-breached metric.
4Vendor findings. Three narrative cards (Meridian, Arclight, Halden) that tell the audit story. They rewrite themselves live for whatever period and call type are selected. Each one ends in a drill-down link (see Section 03).
5Supporting charts. Trend lines and comparison charts behind each finding. Meridian gets Promise Kept, AHT and FTE Delivered, Arclight gets Abandon Rate, and Halden gets a site-vs-site QA comparison.
03 · Drilling down
Every page has a way in, and it remembers where you were.
The three pages are one audit at three levels of detail, and the links between
them carry your current period and call-type selection with them. If you've filtered the Executive Summary
to August 2026, Recovery queue and click a drill-down link, you land on the next page already filtered
the same way, so you don't lose your place.
From the Executive Summary top nav. Two links sit right under the masthead: All 11 metrics, per vendor: full scorecards → and Raw data & methodology →. These jump to the corresponding page with your current period and call-type selection intact.
From each finding card. Each of the three vendor findings ends with its own link (All 11 Meridian metrics →, and the same for Arclight and Halden). This is the fastest path: it drops you straight onto that vendor's tab on the Scorecards page.
On Vendor Scorecards itself. A fourth tab next to the three vendors, Compare Vendors, works as its own drill-down. Pick any one metric and see all three vendors side by side.
Back links. Every page has a link back to the Executive Summary near the top, so you're never more than one click from the headline view.
04 · Vendor Scorecards
Every metric that vendor is measured on, against its own contract.
Same two pickers as the Executive Summary at the top. Below them, a tab per vendor (plus Compare Vendors),
a short set of talking points for presenting that vendor's results to your client, and a grid of
metric cards grouped by where they're actually measured: Inbound Care, the outbound funnel and the metrics
that apply to every queue.
1Vendor tabs. Click a vendor name to switch; click Compare Vendors to see one metric across all three at once instead of one vendor at a time.
2Vendor header. Sites, total credits, and breach rate for whatever period and call type are selected. It recalculates the same way the Executive Summary KPIs do.
3Talking points. Two or three bullets, generated live from the numbers on screen. They're written for presenting this vendor's results to your client, and they adapt to whatever period and call type are selected. If you filter to a queue where a metric isn't measured, that bullet drops out.
4Metric cards. One per metric, grouped by where it's measured. Each shows a trend (full year) or a dot-against-target (single month), the current value, that vendor's own contract target, and how many periods it's breached. The five credit-bearing metrics also show the dollar credits they've generated. Hover any chart for exact values. Vendors with more than one site get every card split by site automatically.
05 · Data & Methodology
The raw table, and the formulas that produced everything above it.
Two tabs. Data Explorer is the audit table itself, with one row per period × vendor × site × queue ×
metric. You can filter and sort it, and it's the same set of rows every chart on the other two pages is built from.
Methodology documents exactly how variance, breach flags and service credits are calculated, and it lists
every vendor's contract targets side by side.
1Two tabs. Data Explorer for the raw table; Methodology for the formulas, targets, and validation checks written in plain language.
2Filters. Narrow by vendor, site, queue, metric, period, or breach status, in any combination. Reset filters clears everything at once.
3The table. Click any column header to sort by it (click again to reverse). Every number visible elsewhere in the three pages traces back to rows in this table. It's the source of truth.
06 · Key terms
Five concepts that explain most of what's on screen.
Breach
A single period × vendor × site × queue × metric measurement that missed its contracted target. Only metrics with a target can breach. Raw counts like Dials or Calls Offered can't.
Breach rate
Breaches ÷ total pass/fail checks, as a percentage, for whatever period and call type is currently selected. It measures how often something misses target, which isn't the same as what it costs. AHT breaches constantly for Meridian but never costs a dollar. Promise Kept breaches less often, and that's where the money goes.
Service credit (the "cost")
Only 5 of the metrics are credit-bearing: Service Level, ASA, Abandon Rate, QA Score, Promise Kept. Each site's monthly invoice is split evenly across its queues; a breach on a credit-bearing metric costs 2% of that queue's slice of the invoice. Total credits per site per month are capped at 10% of that site's invoice.
Call type / queue
The type of work a metric is measured on: Inbound Care (customer service calls), or one of the three collections stages (Early Stage, Late Stage and Recovery). Not every site runs every queue. Arclight's Bogotá site and Halden's Kingston site skip Recovery entirely.
FTE Delivered
Actual staffing (full-time-equivalent headcount) delivered against the contracted staffing plan for that queue. Not credit-bearing on its own, but it's the likely root cause behind Meridian's AHT and Promise Kept problems. Understaffing shows up as rushed calls and broken promises well before it shows up as a missed target anyone's charging for.
07 · A few practical tips
↗Hover any chart for exact values. Every chart on all three pages has a tooltip.
⎙Print to PDF from the Executive Summary. Press ⌘P (Mac) or Ctrl+P (Windows). The layout is print-optimized and strips out the interactive controls.
🔗The URL remembers your view. Once you've picked a period or call type, the page's address bar updates to match. Copy it and send it to someone, and they'll land on the same view you were looking at.
✓Everything reconciles. Every number on every page is computed live from the same 4,032-row dataset. Nothing is hand-entered, so the totals add up the same way on every page.