Define success metrics for field service routing serving marketplace sellers

Problem Statement Description

You are evaluating a field service routing capability used to send field agents to marketplace sellers who need in-person support before they can become verified and active on the platform. Sellers may require visits for document checks, business verification, catalog setup, device installation, training, or issue resolution. The business goal is verified activation: sellers are not just contacted, but successfully verified and able to transact on the marketplace.

In this metrics interview, define how you would measure whether the routing system is successful. Consider the full workflow from seller eligibility, visit request creation, route assignment, agent arrival, visit completion, verification outcome, and seller activation. The routing product must balance seller experience, agent productivity, operational cost, marketplace trust, and activation quality.

Your answer should clarify what “success” means, how metrics are calculated, which populations are included or excluded, and how the metrics would help product and operations teams make decisions about routing quality, staffing, process bottlenecks, and marketplace seller growth.

The experience should consider:

- Clear definition of verified activation and the denominator used to measure it.

- Instrumentation across routing events, field-agent actions, seller status changes, and verification outcomes.

- Cohorts such as new sellers, high-value sellers, regions, agent teams, visit types, and seller categories.

- Funnel visibility from visit request to scheduled visit, completed visit, verified seller, and active seller.

- Time-based measures that reveal routing speed, appointment reliability, and activation latency.

- Guardrail metrics for seller trust, verification quality, fraud risk, agent utilization, and operational cost.

- Decision usefulness: how the metrics would identify whether issues come from routing logic, seller availability, agent capacity, verification rules, or downstream activation steps.

The goal is to produce a practical metrics framework that a product team could use to evaluate and improve field service routing while ensuring that marketplace sellers are verified, activated, and ready to contribute safely and reliably to the platform.