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

Capture your reason (locked to snapshot & audit)

Sources, Policy & History

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

Drafting console converts JD + Candidate signals into OKRs/KPIs with targets, weights, and bindings. Data are illustrative; wire to TRM/HRIS, resume parsing, AVAR, and telemetry adapters.