Skills CX operations
Why the metric moved
Someone asks why the QA score dropped four points. The usual answer names the lowest-scoring team and stops. That answer is wrong more often than it is right, because an aggregate rate can move for four unrelated reasons and only one of them is "performance changed".
npx rulebase-skills install cx-metric-movement-decompositionWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “why did our QA score drop”
- “what's driving the increase”
- “our score fell from the 90s to the low 80s, why”
- “key drivers behind this trend”
- “why has the critical error rate fallen this week”
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.
The four channels
For an aggregate R = Σ wᵢ·rᵢ over segments i, where wᵢ is the segment's share of volume and rᵢ its rate: Rate change, Mix change, Coverage change, Composition change.
Step 1: is the movement real?
Do this before any decomposition. Most "why did the score drop two points" questions have the answer "it didn't".
Step 2: decompose
Use the symmetric decomposition. It splits ΔR exactly into two terms with no residual and no arbitrary choice of base period.
Step 3: check coverage before believing the answer
This is the step that gets skipped, and it is the one that most often changes the conclusion for QA metrics.
Step 4: name the cause, at the right grain
Only now go looking for why the rate moved inside the segments that actually drove it. Rank segments by contribution to the movement (share × rate change), not by their rate. The worst-performing team is usually not the one that moved the number; a large segment moving slightly beats a small one collapsing.
Related skills
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