Capacity Planning: Client KPIs
Objective. Read the client-KPI screen and distinguish the KPI targets the plan is sized to meet from current achieved performance.
This screen holds the per-client KPI targets - the commitments (service, TAT, quality thresholds) a client's capacity plan must be sized to meet - so each client's requirement can be traced to the promises made to that client.
See it in the demo
What this screen answers
A Sales or CSM person opens this to answer 'what are we contracted to deliver for this client, and is the plan sized for it?' Different clients carry different commitments; this screen ties each client's capacity requirement to its own KPI targets so nothing is planned to a generic default.
The task
Scope to one client, read the KPI targets the plan is using, and connect them to that client's required capacity. The move is to confirm the plan is sized to the right commitments per client, not a blanket assumption. Describe it as 'the KPI targets set for this client', avoiding invented control names.
How to read it
KPI figures here are targets the plan is held to, not measured attainment. The misread is reading them as the client's current performance - that is reported against actuals elsewhere, not in a capacity plan. Treat them as inputs: a tighter KPI raises that client's requirement. Demo figures are seeded, so never quote an on-screen KPI as the customer's real number.
Honest limits
This screen does not prove a KPI is being met, and it does not validate that the targets match the signed contract. Confirm each KPI definition and threshold against the client's actual agreement with product and the account team before using it to justify a requirement.
Interpretation check
Client KPI figures on this screen are the targets the plan is sized to meet, not the client's achieved performance - and the demo values are seeded, not real.
In the field
A multi-client RCM or BPO portfolio: sizing each client's seats to that client's own TAT/quality commitments, not a house default, is what lets the provider defend per-client staffing and margin.
Practical task
For one client, list the KPI targets the plan is sized to and write one line stating these are commitments the plan must meet, not measured results, and are seeded in the demo.
Self-check
A client asks 'so we're at these KPI numbers today?' What is accurate?
No - these are the targets the plan is sized against, not current attainment. Achieved performance is reported against actuals in the operational/adherence tools, not here.
Why do KPI targets belong on a per-client basis?
Each client's commitments differ, and a tighter KPI raises that client's required capacity. Planning every client to one default would mis-size the requirement.
Can you quote the on-screen KPI value to the customer as their figure?
No. Demo values are seeded. Confirm the real KPI definitions and thresholds against the signed contract with product and the account team.
Verified vs demo. Screen is live in the demo at /#/kpis; exact controls and figures are SME-validation-pending.