Sort leading and lagging evidence

Sort each measure by the kind of benefits evidence it provides. Readiness Adoption Leading outcome Lagging benefit proof Supervisors completed the new claims-routing training Agents use the routing recommendation on 78 percent of eligible cases First-contact resolution rises from 61 percent to 68 percent Cost per resolved case falls from 14 dollars to 11 dollars after two billing cycles Manager coaching guide is published before go-live Teams hold backlog review using the new dashboard twice per week Average backlog age drops from 12 days to 8 days Service-credit payouts fall by 180,000 dollars in the quarter

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