VoraMeasure the result the client actually needs.
Begin an Insights evaluation with the decision the client needs to make. Define the outcome, its source and the cases included before choosing a chart or headline metric.
A completed technical action and a useful business result can require different evidence. A saved callback request may still need staff to use it.
Define the metric before counting
For a hypothetical callback pilot, record eligible enquiries, requests saved, requests usable by staff and cases still unresolved. Define eligible before collecting the numbers.
Retain the time window, timezone, exclusions and whether the review covers every case or a labelled sample. Keep estimated work separate from time that was recorded.
The paid-pilot guide connects those observations to a buying decision.
Say what each reported measure means and where it comes from
| Illustrative measure | Meaning to write down | Source to name |
|---|---|---|
| Eligible enquiries | The cases that meet the agreed inclusion rule | The agreed case list |
| Requests saved | Cases with a record in the destination | The destination record |
| Usable by staff | Saved cases staff could act on without rework | A reviewer's labelled check |
| Unresolved | Cases with an unknown or failed result | Reconciliation of the destination and the action log |
Each measure needs a denominator, a time window and a named source before it is shown. Which of these Vora reports, and how it defines them, is held until verified in the selected setup.
Keep observations and conclusions separate
| Observation | What it can support | What still needs evidence |
|---|---|---|
| An action response reports success | The reported attempt result | The authoritative saved record and staff access |
| A reviewed request is usable | That request meets the agreed criteria | Performance for unreviewed cases |
| Staff record less reconstruction work | Observed work in the stated review period | A broader causal or revenue claim |
| A case remains unknown | Further reconciliation is needed | Any claim of completed delivery |
This is an illustrative measurement model. It is not a claim about the fields, dashboards, attribution or reporting currently available in Vora.
Explain limits beside the figure
Show the denominator, missing cases and changed scope with the number. Avoid turning a small pilot, synthetic test or selected example into an agency-wide success rate.
If a source or definition changes, record the change before comparing periods. A lower count may reflect a narrower inclusion rule rather than better service.
Use the post-call worksheet to retain case-level expected and observed results.
Use evidence to decide the next step
Choose a decision such as continuing the pilot, repairing a failure path or revising the service scope. Give that decision to an authorized owner.
For Vora, verify the actual metric definitions, data sources, permissions and refresh behavior in the selected setup before publishing specific dashboard or attribution claims.
Prepare an evaluation with your proposed metric and source, or review the platform.