# Target metric values
In Swarmica dashboards and scorecards, various metrics are included, which have target values that can be determined either by the company's processes and product or recommended by the KCS methodology. In the latter case, it is generally recommended to use the default settings. Only experienced KCS administrators should consider changing and adjusting these goals for more precise configuration.

## KCS-Recommended Target Values

- **TC / Performance** - the expected increase in the performance of the entire team. Measured as the percentage difference between the current overall performance level and the baseline (at the start date of KCS implementation).
- **LR / Linkage Rate** - the ratio of tickets with linked articles to the total volume of tickets.
- **LAI / Linking Accuracy** - a qualitative assessment of the ticket-to-article link, evaluating relevance, absence of duplicates, completeness of information, and context. Assessed through the quality control module.
- **LAI Sample Size / Linking Accuracy: Target Sample Size** - the percentage of tickets with an article link processed in the past week.
- **KVN / Ratio of Known Issue Requests to New Issue Requests** - assessed as the ratio of tickets where an existing article was linked to those tickets from which new articles were created via the KCS widget.
- **AQI / Content Quality - Article Quality Index according to the content standard.** Assessed through the quality control module for published articles.
- **AQI Sample size / Content Quality: Target Sample Size** - the percentage of articles published in the past week.
- **VD / Ticket Preemption** - the percentage of sessions on the ticket creation form where the client clicked on a link to a suggested article and either clicked 'Helped' or did not create a ticket within an hour, relative to all sessions from the ticket creation form.
- **IR / Product Improvement: Share of Resolved Requests** - for calculating the number of resolved requests related to the root cause, the maximum (peak) volume of requests linked to an article (considering only those articles in linked tickets that have a connection to an R&D task) over the last 12 months is taken and subtracted by the volume of linked requests for the current month. The final value of the indicator is taken for all articles where a decrease in the reuse of the article relative to the maximum values is recorded. In other words, the 'Share of Resolved Requests' shows the percentage by which the volume of incoming requests to the support service was reduced due to product improvement.
- **CS / Cost Savings** - shows the difference between the actual costs over the last 12 months and the potential costs, which are extrapolated based on the support cost trend at the time of KCS implementation, without considering process optimization and the reduction in the volume of incoming requests due to their preemption with the help of effective knowledge base operation.

## Target Values Dependent on the Supported Product

- **REUSE / Threshold Value of Requests Related to a Draft** - one of the key parameters of KCS. When the threshold value (number of tickets linked to one draft) is reached, this draft is automatically moved to the 'Unverified' status and sent for review to agents with the 'KCS Contributor' role. Read more about the verification and publication cycle [here.](https://support.swarmica.com/article/ru/41-%D0%B0%D0%BB%D0%B3%D0%BE%D1%80%D0%B8%D1%82%D0%BC-%D0%BF%D1%80%D0%BE%D0%B2%D0%B5%D1%80%D0%B8-%D0%B8-%D0%BF%D1%83%D0%B1%D0%BB%D0%B8%D0%BA%D0%B0%D1%86%D0%B8%D0%B8-%D1%81%D1%82%D0%B0%D1%82%D0%B5%D0%B9.html) 
- **FCR / Percentage of Requests Solved on the First Touch** - the percentage of tickets where the number of agent responses is not more than two with no ticket reopening.
- **CSAT / Customer Satisfaction** - the percentage value of feedback assessment based on tickets with a filled-out rating. By default, a 5-point system is used. The percentage is calculated as the arithmetic mean of all received ratings related to five and multiplied by 100%.
- **TFP / Time to Publication** - the time from creation to publication of an article. The ideal goal according to KCS is 0. In practice, more realistic values are 24 hours.