Interactive Voice Response

Report includes: 1 month(s) 49 day(s), from 10.05.2008 to 28.06.2008

	Name	Start value	End value	Dynamic	Contains
	Interactive Voice Response	54,79 %	43,37 %	-11,42 %	Employee Perspective (27,8%, -25,72%) Customer Perspective (18,6%, -11,56%) Internal Processes Perspective (36,6%, -11,13%) IVR Performance (54%, -3,4%) Abandon rate (63,2%, -24,83%) Financial Perspective (65,3%, -0,01%)

Graph for Interactive Voice Response

Data for Interactive Voice Response

Employee Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Employee Perspective	53,5 %	27,78 %	-25,72%	Interactive Voice Response	Indicators Agent satisfaction Agent occupancy Agent utilization

Graph for Employee Perspective

Data for Employee Perspective

Agent satisfaction

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Agent satisfaction	94,3	58,24	-36,06	%	Maximize	Employee Perspective

Graph for Agent satisfaction

Data for Agent satisfaction

Agent occupancy

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Agent occupancy	80,53	87,01	+ 6,48	%	Minimize	Employee Perspective

Graph for Agent occupancy

Data for Agent occupancy

Agent utilization

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Agent utilization	45,34	48,88	+ 3,54	%	Maximize	Employee Perspective

Graph for Agent utilization

Data for Agent utilization

Customer Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Customer Perspective	30,2 %	18,64 %	-11,56%	Interactive Voice Response	Indicators First-call resolution Customer satisfaction Agent monitoring

Graph for Customer Perspective

Data for Customer Perspective

First-call resolution

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	First-call resolution	71,36	61,68	-9,68	%	Maximize	Customer Perspective

Graph for First-call resolution

Data for First-call resolution

Customer satisfaction

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer satisfaction	68,96	61,96	-7	%	Maximize	Customer Perspective

Graph for Customer satisfaction

Data for Customer satisfaction

Agent monitoring

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Agent monitoring	3,03	2,644	-0,386	Weeks	Minimize	Customer Perspective

Graph for Agent monitoring

Data for Agent monitoring

Internal Processes Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Internal Processes Perspective	47,77 %	36,64 %	-11,13%	Interactive Voice Response	Indicators Default to agent Call length Customer delay time

Graph for Internal Processes Perspective

Data for Internal Processes Perspective

Default to agent

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Default to agent	45,65	27,02	-18,63	%	Minimize	Internal Processes Perspective

Graph for Default to agent

Data for Default to agent

Call length

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Call length	27,32	34,495	+ 7,175	Seconds	Minimize	Internal Processes Perspective

Graph for Call length

Data for Call length

Customer delay time

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer delay time	42,42	58,53	+ 16,11	Seconds	Minimize	Internal Processes Perspective

Graph for Customer delay time

Data for Customer delay time

IVR Performance

	Name	Start value	End value	Dynamic	Parent	Contains
	IVR Performance	57,4 %	54 %	-3,4%	Interactive Voice Response	Indicators Transaction failure rate Transactions attempts

Graph for IVR Performance

Data for IVR Performance

Transaction failure rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Transaction failure rate	2,03	7,65	+ 5,62	%	Minimize	IVR Performance

Graph for Transaction failure rate

Data for Transaction failure rate

Transactions attempts

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Transactions attempts	4,596	2,62	-1,976	Score	Minimize	IVR Performance

Graph for Transactions attempts

Data for Transactions attempts

Abandon rate

	Name	Start value	End value	Dynamic	Parent	Contains
	Abandon rate	88 %	63,17 %	-24,83%	Interactive Voice Response	Indicators IVR Abandoned rate Agent queue abandon rate Time to abandon in agent queue

Graph for Abandon rate

Data for Abandon rate

IVR Abandoned rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	IVR Abandoned rate	8,264	14,144	+ 5,88	%	Minimize	Abandon rate

Graph for IVR Abandoned rate

Data for IVR Abandoned rate

Agent queue abandon rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Agent queue abandon rate	11,8	14,95	+ 3,15	%	Minimize	Abandon rate

Graph for Agent queue abandon rate

Data for Agent queue abandon rate

Time to abandon in agent queue

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Time to abandon in agent queue	72,02	68,15	-3,87	Seconds	Maximize	Abandon rate

Graph for Time to abandon in agent queue

Data for Time to abandon in agent queue

Financial Perspective

	Name	Start value	End value	Dynamic	Parent	Contains
	Financial Perspective	65,31 %	65,3 %	-0,01%	Interactive Voice Response	Indicators Cost per call Return on investment

Graph for Financial Perspective

Data for Financial Perspective

Cost per call

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Cost per call	9,492	10,635	+ 1,143	USD	Minimize	Financial Perspective

Graph for Cost per call

Data for Cost per call

Return on investment

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Return on investment	117,36	121,16	+ 3,8	Score	Maximize	Financial Perspective

Graph for Return on investment

Data for Return on investment