Quality Metrics
Performance targets and quality assurance metrics for the SOSFORALL Help Chat system.
Response Time
Initial Response
< 30 secondsInitial response to user
Escalation Response
< 5 minutesEscalation to human counselor (high-risk)
Human Counselor Availability
24/7Human counselor availability
Clinical Metrics
Risk Assessment Accuracy
> 95%Accuracy of risk assessment
Escalation Appropriateness
> 90%Appropriateness of escalation decisions
User Satisfaction
> 4/5User satisfaction with support
Adverse Events
< 1%Rate of adverse events
Process Metrics
Documentation Completeness
100%Completeness of documentation
Handoff Communication
100%Quality of handoff communication
Counselor Training Completion
100%Completion of required training
Protocol Adherence
> 95%Adherence to established protocols