This is a VOIP Balanced Scorecard Report, it is one of reports that Balanced Scorecard Designer can generate for VOIP scorecard. With this software you can also design your own KPIs, Balanced Scorecards and metrics.

VOIP Scorecard

Report includes: 1 month(s) 49 day(s), from 07.03.2009 to 25.04.2009

Name

Start value

End value

Dynamic

Contains

VOIP Scorecard

55,79 %

54,46 %

-1,33 %

Network Quality Perspective	(56,7%, -8,23%)
Cost Savings Perspective	(59,1%, 10,99%)
VOIP Service Efficiency Perspective	(70,2%, -5,09%)
Customer Service Perspective	(28,4%, -5,74%)

Graph for VOIP Scorecard

Data for VOIP Scorecard

Dates	Value
07.03.2009	55,79
14.03.2009	39,75
21.03.2009	47,43
28.03.2009	52,63
04.04.2009	47,67
11.04.2009	51,38
18.04.2009	45,17
25.04.2009	54,46

Network Quality Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Network Quality Perspective

64,95 %

56,72 %

-8,23%

VOIP Scorecard

Indicators

Connection Success Rate

Reduction in Connection Delays

Network Efficiency Ratio

Call Setup Time *

* - Information for this metric is limited in sample report Description This perspective allows the VOIP users to analyze the quality of VOIP network connection provided by their service provider.

Graph for Network Quality Perspective

Data for Network Quality Perspective

Dates	Value	Weight
07.03.2009	64,95	3
14.03.2009	47,19	3
21.03.2009	57,47	3
28.03.2009	37,02	3
04.04.2009	59,17	3
11.04.2009	67,02	3
18.04.2009	32,76	3
25.04.2009	56,72	3

Connection Success Rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Connection Success Rate	95,6	93,76	-1,84	%	Maximize	Network Quality Perspective

Description It refers to the % of events when the users are successful in making the VOIP connection out of the total attempts made.

Graph for Connection Success Rate

Data for Connection Success Rate

Dates	Weight	Min	Max	Value
07.03.2009	3	90	100	95,6
14.03.2009	3	90	100	98,55
21.03.2009	3	90	100	96,46
28.03.2009	3	90	100	90,24
04.04.2009	3	90	100	94,09
11.04.2009	3	90	100	99,06
18.04.2009	3	90	100	90,51
25.04.2009	3	90	100	93,76

Reduction in Connection Delays

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Reduction in Connection Delays	88,12	90,8	+ 2,68	%	Maximize	Network Quality Perspective

Description It indicates the % reduction experienced in time spent in securing a connection through VOIP.

Graph for Reduction in Connection Delays

Data for Reduction in Connection Delays

Dates	Weight	Min	Max	Value
07.03.2009	2	60	100	88,12
14.03.2009	2	60	100	82,64
21.03.2009	2	60	100	97,92
28.03.2009	2	60	100	60,48
04.04.2009	2	60	100	77,12
11.04.2009	2	60	100	96,32
18.04.2009	2	60	100	65,28
25.04.2009	2	60	100	90,8

Network Efficiency Ratio

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Network Efficiency Ratio	98,43	97,5	-0,93	%	Maximize	Network Quality Perspective

Description It means the % of successful and easy allocation of a voice circuit. It also indicates the congestion level on the VOIP network.

Graph for Network Efficiency Ratio

Data for Network Efficiency Ratio

Dates	Weight	Min	Max	Value
07.03.2009	3	90	100	98,43
14.03.2009	3	90	100	92,92
21.03.2009	3	90	100	95,21
28.03.2009	3	90	100	96,4
11.04.2009	3	90	100	96,42
18.04.2009	3	90	100	97,67
25.04.2009	3	90	100	97,5

Cost Savings Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Cost Savings Perspective

48,06 %

59,05 %

+ 10,99%

VOIP Scorecard

Indicators

% Reduction in Phone Costs

% Reduction in Bandwidth Costs

% Dip in Personnel Costs used for Handling Call Operations

% Rise in Savings in Infrastructure and Maintenance Redundancies *

* - Information for this metric is limited in sample report Description This perspective shows the cost savings experienced by the users after the installation of VOIP connection.

Graph for Cost Savings Perspective

Data for Cost Savings Perspective

Dates	Value	Weight
07.03.2009	48,06	3
14.03.2009	17,93	3
21.03.2009	30,3	3
28.03.2009	55,71	3
04.04.2009	26,8	3
11.04.2009	30,55	3
18.04.2009	63,36	3
25.04.2009	59,05	3

% Reduction in Phone Costs

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% Reduction in Phone Costs	49,75	32,7	-17,05	%	Maximize	Cost Savings Perspective

Description It refers to the % reduction in the phone cost after the introduction of VOIP technique in the company.

Graph for % Reduction in Phone Costs

Data for % Reduction in Phone Costs

Dates	Weight	Min	Max	Value
07.03.2009	3	10	60	49,75
14.03.2009	3	10	60	22
21.03.2009	3	10	60	10,15
28.03.2009	3	10	60	49,75
04.04.2009	3	10	60	28,25
11.04.2009	3	10	60	15
18.04.2009	3	10	60	39,9
25.04.2009	3	10	60	32,7

% Reduction in Bandwidth Costs

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% Reduction in Bandwidth Costs	13,03	31,93	+ 18,9	%	Maximize	Cost Savings Perspective

Description It means the % savings in bandwidth costs seen due to VOIP connection.

Graph for % Reduction in Bandwidth Costs

Data for % Reduction in Bandwidth Costs

Dates	Weight	Min	Max	Value
07.03.2009	3	10	40	13,03
14.03.2009	3	10	40	13,39
21.03.2009	3	10	40	12,49
28.03.2009	3	10	40	33,22
04.04.2009	3	10	40	12,73
11.04.2009	3	10	40	29,05
18.04.2009	3	10	40	27,22
25.04.2009	3	10	40	31,93

% Dip in Personnel Costs used for Handling Call Operations

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% Dip in Personnel Costs used for Handling Call Operations	58	53,48	-4,52	%	Maximize	Cost Savings Perspective

Description It indicates the % dip in costs incurred by the company on keeping the personnel for handling call operations.

Graph for % Dip in Personnel Costs used for Handling Call Operations

Data for % Dip in Personnel Costs used for Handling Call Operations

Dates	Weight	Min	Max	Value
07.03.2009	2	20	60	58
14.03.2009	2	20	60	23,84
21.03.2009	2	20	60	49,8
28.03.2009	2	20	60	24,92
04.04.2009	2	20	60	42,24
11.04.2009	2	20	60	25,08
18.04.2009	2	20	60	47,68
25.04.2009	2	20	60	53,48

VOIP Service Efficiency Perspective

Name

Start value

End value

Dynamic

Parent

Contains

VOIP Service Efficiency Perspective

75,32 %

70,23 %

-5,09%

VOIP Scorecard

Indicators

% of Calls with One or More DSQ Event

% of Time Segments when the Call Quality was Inappropriate

% of Calls with Listening/Conversational Quality less than Desired

Security Level Score *

* - Information for this metric is limited in sample report Description This perspective helps in measuring the efficiency level of VOIP service on different grounds.

Graph for VOIP Service Efficiency Perspective

Data for VOIP Service Efficiency Perspective

Dates	Value	Weight
07.03.2009	75,32	2
14.03.2009	52,83	2
21.03.2009	51,8	2
28.03.2009	54,81	2
04.04.2009	66,45	2
11.04.2009	65,13	2
18.04.2009	58,82	2
25.04.2009	70,23	2

% of Calls with One or More DSQ Event

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% of Calls with One or More DSQ Event	0,75	0,85	+ 0,1	%	Minimize	VOIP Service Efficiency Perspective

Description It refers to the % of total calls in which one of more DSQ Events like packet loss, jitter, etc was faced.

Graph for % of Calls with One or More DSQ Event

Data for % of Calls with One or More DSQ Event

Dates	Weight	Min	Max	Value
07.03.2009	3	0	10	0,75
14.03.2009	3	0	10	4,32
21.03.2009	3	0	10	2,87
28.03.2009	3	0	10	6,8
04.04.2009	3	0	10	2,82
11.04.2009	3	0	10	0,4
18.04.2009	3	0	10	5,64
25.04.2009	3	0	10	0,85

% of Time Segments when the Call Quality was Inappropriate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% of Time Segments when the Call Quality was Inappropriate	6,864	1,476	-5,388	%	Minimize	VOIP Service Efficiency Perspective

Description It indicates the % of time segments in which the call quality of the VOIP service was not up to the mark. A time frame of 6 months can be considered to find out the value of this parameter.

Graph for % of Time Segments when the Call Quality was Inappropriate

Data for % of Time Segments when the Call Quality was Inappropriate

Dates	Weight	Min	Max	Value
07.03.2009	2	0	12	6,864
21.03.2009	2	0	12	6,204
28.03.2009	2	0	12	8,652
04.04.2009	2	0	12	1,932
11.04.2009	2	0	12	9,66
18.04.2009	2	0	12	3,204
25.04.2009	2	0	12	1,476

% of Calls with Listening/Conversational Quality less than Desired

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% of Calls with Listening/Conversational Quality less than Desired	1,665	6,24	+ 4,575	%	Minimize	VOIP Service Efficiency Perspective

Description It states the % of calls in which the listening or conversational quality was lacking in areas like echo, speech level, noise level, delay, etc.

Graph for % of Calls with Listening/Conversational Quality less than Desired

Data for % of Calls with Listening/Conversational Quality less than Desired

Dates	Weight	Min	Max	Value
07.03.2009	3	0	15	1,665
14.03.2009	3	0	15	10,305
21.03.2009	3	0	15	7,335
28.03.2009	3	0	15	1,875
04.04.2009	3	0	15	9,585
11.04.2009	3	0	15	4,785
18.04.2009	3	0	15	8,04
25.04.2009	3	0	15	6,24

Customer Service Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Customer Service Perspective

34,14 %

28,4 %

-5,74%

VOIP Scorecard

Indicators

% Reduction in Network Problems Resolution Time

Number of Associated Features Provided by the VOIP Service Provider

Service Access Level

Average Service Response Time *

* - Information for this metric is limited in sample report Description This perspective takes into consideration factors through which level of customer service related to the VOIP service can be judged.

Graph for Customer Service Perspective

Data for Customer Service Perspective

Dates	Value	Weight
07.03.2009	34,14	2
14.03.2009	48,25	2
21.03.2009	53,69	2
28.03.2009	69,23	2
04.04.2009	42,96	2
11.04.2009	45,39	2
18.04.2009	22,86	2
25.04.2009	28,4	2

% Reduction in Network Problems Resolution Time

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	% Reduction in Network Problems Resolution Time	8,815	14,17	+ 5,355	%	Maximize	Customer Service Perspective

Description It states the % dip in the network problems resolution time experienced by the VOIP users.

Graph for % Reduction in Network Problems Resolution Time

Data for % Reduction in Network Problems Resolution Time

Dates	Weight	Min	Max	Value
07.03.2009	3	5	40	8,815
14.03.2009	3	5	40	34,715
21.03.2009	3	5	40	38,985
28.03.2009	3	5	40	36,92
04.04.2009	3	5	40	29,465
11.04.2009	3	5	40	15,29
18.04.2009	3	5	40	10,985
25.04.2009	3	5	40	14,17

Number of Associated Features Provided by the VOIP Service Provider

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of Associated Features Provided by the VOIP Service Provider	11,795	8,57	-3,225	#	Maximize	Customer Service Perspective

Description It indicates the number of other associated features offered to the users by the VOIP service provider. It may include services like conference calling, call forwarding, caller ID features, automatic redial facility, Interactive Voice Response, video conferencing, etc.

Graph for Number of Associated Features Provided by the VOIP Service Provider

Data for Number of Associated Features Provided by the VOIP Service Provider

Dates	Weight	Min	Max	Value
07.03.2009	3	5	20	11,795
14.03.2009	3	5	20	12,59
21.03.2009	3	5	20	11,63
28.03.2009	3	5	20	15,485
04.04.2009	3	5	20	8,645
11.04.2009	3	5	20	9,785
18.04.2009	3	5	20	6,395
25.04.2009	3	5	20	8,57

Service Access Level

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Service Access Level	2,512	5,113	+ 2,601	Score	Maximize	Customer Service Perspective

Description This KPI helps in judging the service access level on a scale of 1 to 10.

Graph for Service Access Level

Data for Service Access Level

Dates	Weight	Min	Max	Value
07.03.2009	2	1	10	2,512
14.03.2009	2	1	10	2,341
21.03.2009	2	1	10	5,914
28.03.2009	2	1	10	5,311
04.04.2009	2	1	10	4,924
11.04.2009	2	1	10	8,452
18.04.2009	2	1	10	7,453
25.04.2009	2	1	10	5,113

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 30.03.2009 20:47:36