Metrics Library
Shared definitions for every metric the AI uses when building dashboards. Click a status pill to cycle Draft → Reviewed → Certified.
4 of 6 certified
| Metric | Definition | Status | |
|---|---|---|---|
| Ticket Volume | Total number of tickets created across all branches in a given period. | ||
| Avg Wait Time | Mean time customers wait between check-in and service start. | ||
| P95 Wait Time | The wait time at or below which 95% of customers are served. | ||
| CSAT | Post-service customer satisfaction score on a 1–5 scale. | ||
| Provider Throughput | Tickets successfully closed per active provider per hour. | ||
| Token Usage | Balador Credits consumed by AI generation and refinement actions. |