This is a Interactive Voice Response Metric Dashboard (Diamond) Report, it is one of reports that Balanced Scorecard Designer can generate for Interactive Voice Response KPI. With this software you can also design your own scorecards, KPIs and metrics.


Interactive Voice Response

Report includes: 1 day(s), from 28.10.2008 to 28.10.2008

  Name Start value End value Dynamic Contains
Root Interactive Voice Response 44,59 % 44,59 % 0 %
Employee Perspective(59,7%, 0%)
Customer Perspective(56,3%, 0%)
Internal Processes Perspective(62,7%, 0%)
IVR Performance(38,1%, 0%)
Abandon rate(51,5%, 0%)
Financial Perspective(13,9%, 0%)

Graph for Interactive Voice Response

Graph for Interactive Voice Response

Data for Interactive Voice Response

DatesValue
28.10.200844,59

Employee Perspective

  Name Start value End value Dynamic Parent Contains
Root Employee Perspective 59,72 % 59,72 % 0% Interactive Voice Response
Indicators
Agent satisfaction
Agent occupancy
Agent utilization *
* - Information for this metric is limited in sample report

Graph for Employee Perspective

Graph for Employee Perspective

Data for Employee Perspective

DatesValueWeight
28.10.200859,723

Agent satisfaction

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Agent satisfaction 66,28 66,28 0 % Maximize Employee Perspective
Description The number of agents satisfied with the quality of the service divided by the total number of agents surveyed, multiplied by 100

Graph for Agent satisfaction

Graph for Agent satisfaction

Data for Agent satisfaction

DatesWeightMinMaxValue
28.10.200834010066,28

Agent occupancy

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Agent occupancy 81,34 81,34 0 % Minimize Employee Perspective
Description The number of agents occupied during the most intense hours divided by the total number of agents, multiplied by 100

Graph for Agent occupancy

Graph for Agent occupancy

Data for Agent occupancy

DatesWeightMinMaxValue
28.10.200827010081,34

Customer Perspective

  Name Start value End value Dynamic Parent Contains
Root Customer Perspective 56,29 % 56,29 % 0% Interactive Voice Response
Indicators
First-call resolution
Customer satisfaction
Agent monitoring *
* - Information for this metric is limited in sample report

Graph for Customer Perspective

Graph for Customer Perspective

Data for Customer Perspective

DatesValueWeight
28.10.200856,294

First-call resolution

  Name Start value End value Dynamic Measure units Optimization method Parent
Root First-call resolution 72,8 72,8 0 % Maximize Customer Perspective
Description The number of requests resolved by the first call of the customer divided by the total number of requests, multiplied by 100

Graph for First-call resolution

Graph for First-call resolution

Data for First-call resolution

DatesWeightMinMaxValue
28.10.200836010072,8

Customer satisfaction

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer satisfaction 87,04 87,04 0 % Maximize Customer Perspective
Description The number of customers satisfied with the quality of the service divided by the total number of customers surveyed, multiplied by 100

Graph for Customer satisfaction

Graph for Customer satisfaction

Data for Customer satisfaction

DatesWeightMinMaxValue
28.10.200846010087,04

Internal Processes Perspective

  Name Start value End value Dynamic Parent Contains
Root Internal Processes Perspective 62,73 % 62,73 % 0% Interactive Voice Response
Indicators
Default to agent
Call length
Customer delay time *
* - Information for this metric is limited in sample report

Graph for Internal Processes Perspective

Graph for Internal Processes Perspective

Data for Internal Processes Perspective

DatesValueWeight
28.10.200862,732

Default to agent

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Default to agent 30,44 30,44 0 % Minimize Internal Processes Perspective
Description The number of customers directed to CIS agents divided by the total number of customers, multiplied by 100

Graph for Default to agent

Graph for Default to agent

Data for Default to agent

DatesWeightMinMaxValue
28.10.20082205030,44

Call length

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Call length 47,9 47,9 0 Seconds Minimize Internal Processes Perspective
Description Average duration of a customer's call

Graph for Call length

Graph for Call length

Data for Call length

DatesWeightMinMaxValue
28.10.20082155047,9

IVR Performance

  Name Start value End value Dynamic Parent Contains
Root IVR Performance 38,1 % 38,1 % 0% Interactive Voice Response
Indicators
Transaction failure rate
Transactions attempts

Graph for IVR Performance

Graph for IVR Performance

Data for IVR Performance

DatesValueWeight
28.10.200838,13

Transaction failure rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Transaction failure rate 7,34 7,34 0 % Minimize IVR Performance
Description The amount of hours that the Customer Information System is unavailable divided by the total amount of hours in a period, multiplied by 100

Graph for Transaction failure rate

Graph for Transaction failure rate

Data for Transaction failure rate

DatesWeightMinMaxValue
28.10.200830107,34

Transactions attempts

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Transactions attempts 4,016 4,016 0 Score Minimize IVR Performance
Description The average amount of menus that are searched till the customer finds the required application

Graph for Transactions attempts

Graph for Transactions attempts

Data for Transactions attempts

DatesWeightMinMaxValue
28.10.20083264,016

Abandon rate

  Name Start value End value Dynamic Parent Contains
Root Abandon rate 51,5 % 51,5 % 0% Interactive Voice Response
Indicators
IVR Abandoned rate
Agent queue abandon rate
Time to abandon in agent queue *
* - Information for this metric is limited in sample report

Graph for Abandon rate

Graph for Abandon rate

Data for Abandon rate

DatesValueWeight
28.10.200851,52

IVR Abandoned rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root IVR Abandoned rate 13,76 13,76 0 % Minimize Abandon rate
Description The number of customers that hang up prior to making an automated selection divided by the total number of customers using the service in a period, multiplied by 100

Graph for IVR Abandoned rate

Graph for IVR Abandoned rate

Data for IVR Abandoned rate

DatesWeightMinMaxValue
28.10.2008282013,76

Agent queue abandon rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Agent queue abandon rate 27,325 27,325 0 % Minimize Abandon rate
Description The number of customers that hang up prior to reaching the agent divided by the total number of customers using the service in a period, multiplied by 100

Graph for Agent queue abandon rate

Graph for Agent queue abandon rate

Data for Agent queue abandon rate

DatesWeightMinMaxValue
28.10.20082103527,325

Financial Perspective

  Name Start value End value Dynamic Parent Contains
Root Financial Perspective 13,89 % 13,89 % 0% Interactive Voice Response
Indicators
Cost per call
Return on investment

Graph for Financial Perspective

Graph for Financial Perspective

Data for Financial Perspective

DatesValueWeight
28.10.200813,894

Cost per call

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Cost per call 14,136 14,136 0 USD Minimize Financial Perspective
Description The total cost divided by the number of calls

Graph for Cost per call

Graph for Cost per call

Data for Cost per call

DatesWeightMinMaxValue
28.10.2008361514,136

Return on investment

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Return on investment 96,84 96,84 0 Score Maximize Financial Perspective
Description Return On Investment divided by the cost of the investment, multiplied by 100

Graph for Return on investment

Graph for Return on investment

Data for Return on investment

DatesWeightMinMaxValue
28.10.200849013096,84
Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 20.11.2008 17:19:02

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