Intelletto.ai — Sidecar Review Engine • OKR/KPI Drafting Console

OKR/KPI Drafting Console (JD + Candidate-driven)

Context & Actions

Signals: JD ↔ Candidate

Job Description Snapshot

Queue: Voice Channel: Phone Client: ANZ CX

Responsibilities: handle inbound customer queries, troubleshoot tier‑1 issues, document cases; meet AHT, FCR, CSAT, and schedule adherence targets. Required: English B2+, Windows tools, CRM basics.

AHT discipline QA guidelines CSAT impact Adherence

Candidate Parse & AVAR

EmScore: 78 AVAR Fit: Strong Tenure: 2.5y
Skills: CRM (Zendesk) De‑escalation Troubleshooting Typing 55 wpm QA 92%

Notes: Prior telco voice experience; strong QA history; CSAT above 90% in last program.

Auto-Drafted OKRs & KPIs

KPI binding coverage: 3/5 Weight total: 80%
Objective KPI & Target Weight Binding Status
Weight distribution

Why these? — Reasons & Overrides

Rationale (auto)

  • JD specifies AHT and FCR as primary SLA levers for Voice queue.
  • Candidate history shows strong QA scores; included as balancing KPI.
  • Client SLA profile “Standard” requires ≥85% CSAT; target set accordingly.
  • Schedule Adherence included to reduce staffing variance for peak intervals.
Explainability: Ready Policy check: Needs calibration window

Manager Overrides

Telemetry Sources

KPI Source Binding

Policy & SLA Reference

  • Standard SLA: AHT ≤ 360s; FCR ≥ 75%; CSAT ≥ 85%; QA ≥ 90%; Adherence ≥ 92%
  • Premium SLA: AHT ≤ 300s; FCR ≥ 80%; CSAT ≥ 90%; QA ≥ 92%; Adherence ≥ 95%
  • Launch Ramp: relax AHT by +10% for first 2 weeks; CSAT target −2 pts.

Draft History

Version Change When
v1 Initial draft from JD+Candidate 09:10

Action Ledger (last 10)

When Action Detail