Metrics That Matter — RPC, FCR, B/100 calls, and how to dashboard them

Measure the moments that move revenue. Define RPC, FCR, and Bookings-per-100 calls, set targets that fit your model, and wire them into an InOne CRM dashboard your team actually uses.

Dashboards get crowded fast. Keep the signal tight: Right-Party Contact (RPC) tells you if you’re reaching decision-makers, First Call Resolution (FCR) shows whether you solved the need on the first try, and Bookings per 100 calls (B/100) reveals how efficiently conversations turn into work. Below is a practical way to define, target, and show these three in InOne CRM—clear enough for daily stand-ups, not so detailed that nobody looks.

Plain-English definitions (copy/paste)

• RPC (Right-Party Contact): % of completed calls/chats where you reached the actual decision-maker.

• FCR (First Call Resolution): % of issues/requests resolved in the first human or AI-assisted contact, no follow-up needed.

• B/100 (Bookings per 100 calls): Bookings confirmed per 100 total call attempts (or per 100 conversations—pick one and stick to it).

Formulas

• RPC = Right-party connects ÷ Completed contacts × 100

• FCR = Resolved on first contact ÷ Total cases × 100

• B/100 = Confirmed bookings ÷ Total call attempts × 100

Tip: Lock your denominators in a one-line glossary on the dashboard so Finance/Ops read the same numbers.

Targets that work in the real world

Use these starting ranges, then set a baseline week and aim for +10–15% over 6–8 weeks:

• RPC: outbound 20–40%; inbound 40–60% (higher when leads are warm).

• FCR: service/support 65–85%; sales “first-contact commit” 30–50% (booked or paid).

• B/100: 5–20 depending on price/complexity; watch trend more than absolutes.

How to log it in InOne CRM (the minimum fields)

Add these fields to the contact/deal timeline so the math is automatic:

• Contact outcome: right-party / gatekeeper / no answer / voicemail.

• Resolution status: resolved now / follow-up needed.

• Booking event: booked / paid / deposit sent (with reference).

• First-response timestamp: for speed-to-lead trend lines.

• Template IDs + consent source: tidy audits for WhatsApp.

When an AI Caller or WhatsApp thread finishes, post a single disposition (e.g., RPC+Booked, Gatekeeper, Resolved, Follow-up). Consistent labels = clean charts.

Link: InOne CRM → https://aiautomatedsolutions.co.za/inone-crm

Dashboard layout (everything above the fold)

Row 1 — Today (live tiles)

• RPC % (tile) · FCR % (tile) · B/100 (tile)

• Small badge under each: target + delta vs same weekday last week.

Row 2 — Trends

• 7-day line for each metric with annotations (template change, new hours).

• Funnel: Lead → RPC → Booked → Paid (conversion + drop-off notes).

Row 3 — Focus

• By source (CTWA, web, inbound call).

• By intent (book/quote/support).

• Exceptions feed: records that missed SLA or lacked a disposition.

CTA links on the board: “See contact timeline” (drill-through) and “Edit template.”

Alerts & SLAs (simple, actionable)

• RPC alert: if today’s RPC is >5 pts below the 14-day average by noon, notify owner; check list quality/opening lines.

• FCR alert: if FCR < target for 2 hours, surface the top repeat reason; add a template fix.

• B/100 alert: if B/100 dips while RPC holds, tighten the first buttons (Book • Quote • Pay) or slot rules.

• Speed-to-lead: keep ≤5-minute callbacks on; show a tiny “late” counter on the dashboard.

Weekly review cadence (30 minutes)

1. Scan tiles (RPC, FCR, B/100).

2. Open the exceptions feed; promote one fix into the playbook.

3. Tag experiments (new opener, new time window) so trends have context.

4. Agree one change to test next week—keep scope tiny.

CTA

Want this wired with clean dispositions and live tiles? We’ll configure the fields, tiles, and alerts in InOne CRM so your team sees what matters, every day.

• Start here: Homepage → https://aiautomatedsolutions.co.za/

• CRM & dashboards: InOne CRM → https://aiautomatedsolutions.co.za/inone-crm

• Talk to a specialist: Contact Us → https://aiautomatedsolutions.co.za/contact-us