Metric Dictionary
Purpose: Use this field tool during live operations, coaching, review, or certification.
Metric: ______________________________________________
Definition: ______________________________________________
Source: ______________________________________________
Formula: ______________________________________________
Owner: ______________________________________________
Frequency: ______________________________________________
Threshold: ______________________________________________
Action rule: ______________________________________________
Evidence attached: ______________________________________
Owner signature: ________________________________________
Funnel Diagnostic Worksheet
Purpose: Use this field tool during live operations, coaching, review, or certification.
Stage: ______________________________________________
Volume: ______________________________________________
Rate: ______________________________________________
Variance: ______________________________________________
Possible cause: ______________________________________________
Evidence: ______________________________________________
Test: ______________________________________________
Evidence attached: ______________________________________
Owner signature: ________________________________________
Capacity Planner
Purpose: Use this field tool during live operations, coaching, review, or certification.
Demand: ______________________________________________
Staff hours: ______________________________________________
Handle time: ______________________________________________
Documentation: ______________________________________________
Coaching: ______________________________________________
Absence: ______________________________________________
Language coverage: ______________________________________________
Gap: ______________________________________________
Evidence attached: ______________________________________
Owner signature: ________________________________________
Executive KPI Brief
Purpose: Use this field tool during live operations, coaching, review, or certification.
Current state: ______________________________________________
Trend: ______________________________________________
Cause: ______________________________________________
Risk: ______________________________________________
Corrective action: ______________________________________________
Decision: ______________________________________________
Evidence attached: ______________________________________
Owner signature: ________________________________________
Scenario Evidence Record
Purpose: Use this field tool during live operations, coaching, review, or certification.
Scenario: ______________________________________________
Observed facts: ______________________________________________
Applicable standard: ______________________________________________
Decision: ______________________________________________
Owner: ______________________________________________
Due date: ______________________________________________
Evidence: ______________________________________________
Completion result: ______________________________________________
Evidence attached: ______________________________________
Owner signature: ________________________________________
Completion and Escalation Gate
Purpose: Use this field tool during live operations, coaching, review, or certification.
Required behavior: ______________________________________________
Pass evidence: ______________________________________________
Critical failure: ______________________________________________
Remediation: ______________________________________________
Authority decision: ______________________________________________
Review date: ______________________________________________
Evidence attached: ______________________________________
Owner signature: ________________________________________