Agreed before the build begins and reported monthly.
Jump to sectionMeasuring results
Last updated: 12 August 2026
Four figures agreed before the build, fixed for the engagement
The measures are set jointly with the client and remain fixed for the duration of the engagement, so that performance is assessed against the standard defined at the outset rather than one adjusted afterwards.
Ask the Falaq agent about this pageLast updated: 12 August 2026
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A written monthly review pack reports against the four measures, accompanied by the agent audit log and the exceptions raised during the period.…
Jump to sectionThe four measures
Agreed before the build begins and reported monthly.
Volume handledRequests completed by the agent without human involvement.
Response timeMeasured before and after the agent enters service.
Staff hours savedEmployee hours saved each month against the agreed baseline.
Financial effectRevenue recovered or cost avoided using a calculation agreed before build.
Reporting and review
A written monthly review pack reports against the four measures, accompanied by the agent audit log and the exceptions raised during the period. A quarterly assessment reviews scope: which processes to extend, which to retire, and where the next engagement delivers the greatest return.
- A written monthly review pack against the four measures
- The agent audit log and exceptions raised during the period
- A quarterly scope review: what to extend and what to retire
- Client references and sector case studies provided on request, with the written consent of the client concerned