Reference
The metric dictionary and the platform topics - look up a definition, know what to say and what to escalate.
Metric dictionary
Metric · 6 minScheduled paid hoursScheduled paid hours is the denominator most WFM and productivity figures quietly sit on. If you cannot say what it is and what it is not, you cannot defend the percentages built on top of it.Metric · 6 minAttended hoursAttended hours answers 'was the person here?' - nothing more. It sits between what was scheduled and what was produced, and it is routinely mistaken for both.Metric · 6 minAvailable hoursAvailable hours is the quietly decisive number: it is what is left for actual work after breaks, meetings, leave and other shrinkage come out. Get the denominator wrong and every utilization figure built on it is wrong.Metric · 6 minProductive timeProductive time is the most persuasive and most abused figure in activity reporting. It rests on a classification someone configured, so it is only as honest as that classification and the admission of what it cannot see.Metric · 6 minUtilizationUtilization is the headline efficiency ratio and the one most often quoted without its denominator. It only means something when you can state what time is in the numerator and what hours are in the denominator.Metric · 6 minOvertimeOvertime is a cost and risk signal that reads differently depending on the base it is measured against. Quoting it without that base invites both over-reaction and complacency.Metric · 6 minActive effort and elapsed timeActive effort and elapsed time are two different clocks on the same task. The gap between them is where waiting lives, and confusing the two is how teams get blamed for delays the process caused.Metric · 6 minStandard handle timeStandard handle time is the agreed answer to 'how long should this take?'. Everything that compares actual time to expectation - attainment, earned time, required capacity - rests on it, so a weak standard quietly corrupts all of them.Metric · 7 minEarned standard time and attainmentEarned standard time converts completed work back into the time it should have taken; attainment compares that to the time actually spent. It is the cleanest pace figure the platform offers and the one most dependent on a trustworthy standard.Metric · 7 minComplexity-weighted outputComplexity-weighted output is the fix for the oldest unfairness in work measurement - counting every item as equal. It lets you compare people, teams and periods doing different mixes of hard and easy work, provided the weights are trusted.Metric · 7 minClean output and reworkClean output and rework split a single volume figure into the part that counted and the part that had to be done again. It is the discipline that stops busy teams from looking productive while quietly paying twice for the same work.Metric · 10 minEffective FTE and output-equivalent FTEA dictionary entry. Effective FTE expresses productive capacity in full-time-equivalent terms; output-equivalent FTE expresses delivered work in the same unit so a team's output can be compared with the staffing it theoretically represents. Both are capacity statements, not cash and not headcount.Metric · 10 minCoverage by intervalA dictionary entry. Coverage by interval compares the staff required against the staff available for each time slice of the operating day, so shortages and surpluses are visible where they actually occur rather than averaged away across the day.Metric · 10 minSchedule adherenceA dictionary entry. Schedule adherence measures how closely an employee's actual on/off-schedule activity matched the schedule they were given - the first of three adherence layers, and the one that says least about whether useful work was produced.Metric · 10 minWork adherenceA dictionary entry. Work adherence measures whether the activity a person was doing during scheduled time was the intended productive work, not just whether they were on schedule. It sits between schedule adherence and output adherence.Metric · 10 minOutput adherenceA dictionary entry. Output adherence measures whether the work actually delivered during scheduled time met the expected output standard - the layer that tells you whether the activity produced enough, which schedule and work adherence do not.Metric · 10 minQuality and calibrationA dictionary entry. The quality score rates work or interactions against a rubric; calibration agreement measures how consistently different reviewers score the same item. Together they say whether quality is both measured and measured reliably.Metric · 10 minSLA and turnaround timeA dictionary entry. Turnaround time (TAT) measures how long work takes from a defined start to a defined finish; SLA attainment measures the share of work completed inside the agreed time target. Both depend entirely on how the clock is defined.Metric · 10 minCost per transactionA dictionary entry. Cost per transaction divides a cost base by a volume of completed work; cost per clean unit divides it by work that met quality, so rework is not rewarded. Both are unit economics, not total savings.Metric · 10 minRecoverable capacityA dictionary entry. Recoverable capacity is the time or capacity a finding estimates could be released, after attribution to an owner and after removing overlap with other findings. It is an opportunity, not money and not a result.Metric · 10 minVerified recovery and realized financial valueA dictionary entry. Verified recovery is capacity or value that has been acted on and confirmed with evidence; realized financial value is the cash portion of that, once converted. Both sit at the end of the recovery chain, after opportunity.Metric · 10 minForecast accuracy and biasA dictionary entry. Forecast accuracy measures how far forecasts were from actuals regardless of direction; forecast bias measures whether forecasts systematically ran high or low. A forecast can be unbiased but inaccurate, or biased and misleadingly precise.
Platform
Platform · 35 minIdentity and SSOIdentity is usually the first IT question on any enterprise deal and the first thing a works-council or security review probes. This gives Sales and CSM a confident, honest high-level answer about sign-in and access, and a hard line at every specific SSO/provisioning claim - because the wrong promise here blocks a rollout or breaks a security review.Platform · 40 minOrganization and workforce masterAlmost every 'the numbers are wrong' complaint traces back to how the organisation and workforce are modelled. This teaches the shape of that shared master, why it is the denominator and boundary for every metric, and the CSM discipline of validating it before anyone trusts a dashboard.Platform · 40 minRoles and access controlAccess control is where the privacy promise is kept or broken and where many metric disputes begin. This teaches the role-and-scope model the platform is built on, what is safe to say about it, and the hard line at exact permission detail - because a wrong permission claim is both a trust and a compliance exposure.Platform · 30 minAudit trailAuditability is a recurring ask from operations leaders who need to know who changed a schedule or a figure, and from security teams who need evidence of accountability. This teaches what the audit concept covers, what the demos actually show, and the hard line at retention, immutability and compliance claims.Platform · 40 minConfigurationConfiguration is why the same product tells different customers a correct, tailored story - and why most 'the numbers are wrong' problems are configuration problems, not product faults. This teaches what is configurable, who owns it, and the discipline of validating configuration before trusting any metric.Platform · 45 minSecurity and privacySecurity and privacy are where deals get blocked and where a single invented claim can end an account or create legal exposure. This module is deliberately strict: it teaches the small set of things that are safe to say, and the large set that always escalates, with no exceptions.Platform · 40 minLicensing and tenancyLicensing is where adoption diagnosis and expansion conversations start, and where over-promising on packaging creates problems at renewal. This teaches the entitlement-versus-configuration-versus-usage distinction, what is safe to say, and the hard line at approved packaging, pricing and tenancy architecture.Platform · 45 minIntegrations and APIsIntegration is a top enterprise concern and a common objection ('how much effort is this?'). This teaches the integration shape the demos support, the OVO-style read-only connection pattern, what is safe to say about value and direction, and the hard line at specific connectors, API detail and implementation effort.Platform · 25 minEvent busThe event bus is an internal plumbing concept, not a customer-facing feature. This short module gives Sales and CSM the one honest, benefit-level thing to say and a firm instruction to escalate any architectural question - because this is a topic where it is easy to sound technical and be wrong.Platform · 40 minData platformEvery metric a customer trusts rests on the data platform beneath it. This teaches the parts that matter for correct interpretation - sources, coverage, freshness, definitions - what is safe to say, and the hard line at storage, residency and retention, which are security facts.Platform · 40 minAI servicesAI is both a strong differentiator and the easiest place to over-claim. This teaches the honest framing - AI assists, humans decide, evidence is inspectable - what is safe to say, and the hard line at model detail, data handling and accuracy guarantees.Platform · 35 minRules engineRules are how the platform turns raw signals into classified, measurable outcomes in a way that reflects each customer's operation. This teaches what rules govern, why rules are a configuration-and-trust concept, and the line at exact rule capabilities for a specific customer.Platform · 40 minWorkflow and action engineThe workflow and action engine is what makes Time Champ operational rather than merely analytical. This teaches the propose-to-verify loop the demos show, what is safe to say, and the critical interpretation discipline: a simulated or proposed action is not an executed one or an achieved result.Platform · 30 minNotificationsNotifications are how the platform makes insight timely rather than retrospective. This teaches what alerts do in Time Champ terms, what is safe to say, and the interpretation discipline that an alert is a prompt to investigate, not a confirmed problem or a completed action.Platform · 40 minDashboards and reportingDashboards and reporting are the most visible surface of the platform and the easiest place to misread a number. This teaches what the reporting layer is, what is safe to say, and the discipline that every figure carries a denominator, a definition and a scope that must be read with it.