Success rate defined as: Per attempted interaction, Inbound voice: Ave % calls that reach one piece of content Push calls: Ave % of calls where the listening rate is 80 or higher% Helpdesk: Ave % of calls where a question was successfully asked and answer received one-way SMS: Ave % of messages where a SMS was received and read (using a deflator for reading rate) two-way SMS: Ave % of messages where a SMS was received and responded to