VOIP Scorecard | Balanced Scorecard Report
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This is a VOIP Balanced Scorecard Report,
it is one of reports that
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VOIP scorecard. With this
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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 |
|
* - 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 |
|
* - 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 |
|
* - 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 |
|
* - 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
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