| Abandon rate |
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| Indicator |
Description |
| IVR Abandoned rate |
The number of customers that hang up prior to making an automated selection divi... |
| Agent queue abandon rate |
Not available in trial report |
| Time to abandon in agent queue |
Not available in trial report | |
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| Internal Processes Perspective |
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| Indicator |
Description |
| Default to agent |
The number of customers directed to CIS agents divided by the total number of cu... |
| Call length |
Not available in trial report |
| Customer delay time |
Not available in trial report | |
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| Employee Perspective |
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| Indicator |
Description |
| Agent satisfaction |
The number of agents satisfied with the quality of the service divided by the to... |
| Agent occupancy |
Not available in trial report |
| Agent utilization |
Not available in trial report | |
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Interactive Voice Response |
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Organizations providing legal services can benefit from implementing IVR applica...
Created by AKS-Labs |
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| Customer Perspective |
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| Indicator |
Description |
| First-call resolution |
The number of requests resolved by the first call of the customer divided by the... |
| Customer satisfaction |
Not available in trial report |
| Agent monitoring |
Not available in trial report | |
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| IVR Performance |
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| Indicator |
Description |
| Transaction failure rate |
The amount of hours that the Customer Information System is unavailable divided ... |
| Transactions attempts |
Not available in trial report | |
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| Financial Perspective |
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| Indicator |
Description |
| Cost per call |
The total cost divided by the number of calls |
| Return on investment |
Not available in trial report | |