Skills CX operations
Metric definition registry
Two teams report "first contact resolution". One counts any ticket closed on the first day; one counts tickets with no agent reply after the first resolution. Both are right by their own lights. Together they are useless — and when the number moves, every meeting becomes a definition argument dressed as a performance review.
npx rulebase-skills install cx-metric-definition-registryWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “what does this metric actually mean”
- “CSAT definition”
- “why did the number change when we didn't change anything”
- “document our KPIs”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
One metric, one entry
A metric name without a registry entry does not exist for reporting purposes. If it appears on a dashboard, the tile is mislabelled until the entry is written.
Registry entry schema
Capture each metric as a structured record the team keeps in source control or a database — not as prose in a chat thread.
Change control
Any change to formula, population, date field, filters, taxonomy version, or aggregation breaks comparability with prior periods. That is not a reason to avoid change; it is a reason to version honestly.
When a definition change breaks the series
A broken series is not a failure — an unlabelled break is.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
