The Vitalogy Principles

1. Context is the Compass

Without context, data misleads.

Vitalogy insists that all metrics be enriched with conversational, customer, and operational context. We don't track numbers in isolation — we understand the story they tell.

2. Everything is a Signal

Nothing is noise by default.

Every pause, every interruption, every callback — these are signals. Vitalogy surfaces the latent intelligence hidden in the moments most tools ignore.

3. Vocabularies Must Align

Shared language enables shared action.

A CX team can't move as one if every department defines "abandonment" or "satisfaction" differently. Vitalogy provides a semantic layer to align teams on meaning before measuring.

4. Vital Metrics Are Interconnected

No metric lives alone.

We treat patience, handle time, talk speed, and silence not as independent stats, but as dynamic elements of a system. The best insights emerge in the interplay between vitals.

5. Calibrate to Conversation, Not Channel

Metrics must fit the medium.

A call, a chat, and an async ticket each follow different rules. Vitalogy measures performance by how well you adapt to each conversational context, not just respond.

6. Lagging Metrics Hide Leading Insights

By the time the dashboard updates, it's often too late.

Vitalogy emphasizes real-time behavioral cues — turn-taking, tone shifts, timing patterns — as precursors to outcomes, not just post-mortems.

7. Interpretability Over AI Mystique

Insights must be explainable to be useful.

If a metric or model output can't be unpacked by an ops manager or coach, it doesn't belong in Vitalogy. We don't worship complexity — we strive for clarity.

8. Design for Action

Awareness is only useful if it changes behavior.

Vitalogy doesn't just surface what's happening — it points to what should happen next. Every insight is a prompt to improve performance, process, or policy. Dashboards for Dashboards' sake are a waste of time.

9. Systems, Not Silos

You can't optimize what you don't observe holistically.

Vitalogy views the contact center as a living system. Issues don't exist in silos — so neither should your metrics.

10. Build Awareness into the Flow of Work

The right signal, to the right person, at the right moment.

Dashboards are retrospective. Vitalogy injects vital insights into tools, workflows, and conversations — where decisions are made, not just reviewed.

The core principles of Vitalogy may change over time in langauge as they improve, the ethos should not.