Performance Dashboard - Customer Care Center Mon, 16/06/2008 CW 25
Service Level CW 25 Availability CW 25 Calls incoming CW 25 Calls handled CW 25 Customer Satisfaction CW 25
school grades 1: excellent, ... 6: fail
2.36
63% 83%
24,829 20,608
0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% 1 2 3 4 5 6
Service Level last 12 weeks Availability last 12 weeks Calls incoming and handled last 12 weeks Customer Satisfaction last 12 weeks
100% 100% Incoming Calls in 000 Handled Calls in 000
92% 94% 93% 4
86%
88% 40
83% 83% 84% 83%
80%
75% 77% 75% 35 3.7
74% 74%
75% 75%
66% 68%
65%
63% 30 3.4
62%
58% 58%
60% 3
25 3.1 3.0
51%
50% 50%
20 2.7
2.6
2.4 2.4
15
2 2.2 2.2
25% 25% 2.0 2.0
10
5
0% 0% 0 1
14 15 16 17 18 19 20 21 22 23 24 25 14 15 16 17 18 19 20 21 22 23 24 25 14 15 16 17 18 19 20 21 22 23 24 25 14 15 16 17 18 19 20 21 22 23 24 25
Calendar Weeks Calendar Weeks Calendar Weeks Calendar Weeks
Data
CW 1 CW 2 CW 3 CW 4 CW 5 CW 6 CW 7 CW 8 CW 9 CW 10 CW 11 CW 12 CW 13 CW 14 CW 15 CW 16 CW 17 CW 18 CW 19 CW 20
Target Min Average Min Good 31/12/ 07/01/ 14/01/ 21/01/ 28/01/ 04/02/ 11/02/ 18/02/ 25/02/ 03/03/ 10/03/ 17/03/ 24/03/ 31/03/ 07/04/ 14/04/ 21/04/ 28/04/ 05/05/ 12/05/
Incoming Calls n/a n/a n/a 18,830 21,273 28,546 34,328 32,753 19,075 22,372 19,642 19,446 23,142 18,067 21,231 33,656 31,780 30,065 21,119 34,132 29,127 29,148 26,208
Handled Calls 80% 65% 85% 16,382 16,593 21,695 27,806 28,823 13,734 18,345 18,071 17,112 21,291 15,538 20,169 30,964 27,331 24,954 17,529 31,401 24,467 25,650 24,636
Service Level 60% 35% 70% 68% 70% 64% 54% 78% 78% 78% 53% 67% 59% 51% 59% 69% 66% 74% 62% 65% 68% 58% 75%
Customer satisfaction 2.50 n/a n/a 2.66 1.96 1.83 3.04 3.01 3.06 2.01 3.09 3.47 2.71 2.08 2.66 2.45 2.02 2.69 3.37 2.03 2.21 2.59 3.05
Availability 85% 70% 90%
Data
CW 21 CW 22 CW 23 CW 24 CW 25 CW 26 CW 27 CW 28 CW 29 CW 30 CW 31 CW 32 CW 33 CW 34 CW 35 CW 36 CW 37 CW 38 CW 39 CW 40 CW 41
Target Min Average Min Good 19/05/ 26/05/ 02/06/ 09/06/ 16/06/ 23/06/ 30/06/ 07/07/ 14/07/ 21/07/ 28/07/ 04/08/ 11/08/ 18/08/ 25/08/ 01/09/ 08/09/ 15/09/ 22/09/ 29/09/ 06/10/
Incoming Calls n/a n/a n/a 22,120 26,173 19,019 27,713 24,829 23,310 34,489 17,626 33,292 17,738 32,942 29,589 32,354 34,230 20,209 19,453 32,228 26,726 27,573 33,922 20,741
Handled Calls 80% 65% 85% 17,032 24,341 14,074 20,785 20,608 16,317 24,142 16,040 28,631 14,013 26,024 25,151 24,913 30,807 17,784 16,341 24,171 19,777 25,919 23,745 17,008
Service Level 60% 35% 70% 80% 58% 51% 60% 63% 75% 55% 62% 58% 80% 59% 65% 52% 72% 63% 50% 69% 73% 66% 68% 74%
Customer satisfaction 2.50 n/a n/a 3.69 3.04 2.21 2.37 2.36 3.68 3.07 3.29 3.46 2.26 1.99 2.71 3.85 2.31 2.89 3.56 3.55 2.22 3.90 1.94 3.23
Availability 85% 70% 90%
Data
CW 42 CW 43 CW 44 CW 45 CW 46 CW 47 CW 48 CW 49 CW 50 CW 51 CW 52 CW 53 CW 54
Target Min Average Min Good 13/10/ 20/10/ 27/10/ 03/11/ 10/11/ 17/11/ 24/11/ 01/12/ 08/12/ 15/12/ 22/12/ 29/12/ 05/01/
Incoming Calls n/a n/a n/a 31,990 24,514 33,264 33,824 23,758 32,949 21,658 24,185 26,089 23,954 24,556 19,586 25,424
Handled Calls 80% 65% 85% 23,033 18,876 27,276 31,795 17,819 29,984 15,161 20,557 18,262 18,205 20,873 15,473 23,644
Service Level 60% 35% 70% 61% 74% 68% 55% 69% 57% 64% 60% 80% 70% 60% 69% 50%
Customer satisfaction 2.50 n/a n/a 2.23 2.84 2.82 3.63 2.70 1.87 2.61 3.53 3.26 3.68 2.11 3.13 3.02
Availability 85% 70% 90%
Control General
Actual Period 25
Status of report 6/16/2008
Actual Calendar Week CW 25
Position 25
Consolidate Data
Target Min Average Min Good Actual
Incoming Calls n/a n/a n/a 24,829
Handled Calls 80% 65% 85% 20,608
Service Level 60% 35% 70% 63%
Availability 85% 70% 90% 83%
Customer satisfaction 2.50 n/a n/a 2.36
Dashboard Bullet Graphs
Service Level
Min Average 35% Actual Poor Average Good
Min Good 70%
Actual 63% 0% 35% 35% 0%
Target 60% 1.2 63% 0% 7% 0%
60% 2.8 0% 35% 35% 0%
Availability
Min Average 70% Actual Poor Average Good
Min Good 90%
Actual 83% 0% 70% 20% 0%
Target 85% 1.2 83% 0% 7% 0%
85% 2.8 0% 70% 20% 0%
Dashboard Customer Satisfaction Scale
Target Actual Actual 2
X-Value 2.36 2.50 2.50
Y-Value 0.10 0.00 1.00
Dashboard Column Charts
Actuals last 12 weeks 1 2 3 4 5 6 7 8 9 10 11 12
CW 14 CW 15 CW 16 CW 17 CW 18 CW 19 CW 20 CW 21 CW 22 CW 23 CW 24 CW 25
Incoming Calls in 000 in 000 31.8 30.1 21.1 34.1 29.1 29.1 26.2 22.1 26.2 19.0 27.7 24.8
Handled Calls in 000 in 000 27.3 25.0 17.5 31.4 24.5 25.7 24.6 17.0 24.3 14.1 20.8 20.6
Scale Dummy 34.1
Service Level in % 66% 74% 62% 65% 68% 58% 75% 80% 58% 51% 60% 63%
Availability in % 86% 83% 83% 92% 84% 88% 94% 77% 93% 74% 75% 83%
Customer satisfaction 2.02 2.69 3.37 2.03 2.21 2.59 3.05 3.69 3.04 2.21 2.37 2.36
Targets
Service Level in % 60% 60% 60% 60% 60% 60% 60% 60% 60% 60% 60% 60%
Availability in % 85% 85% 85% 85% 85% 85% 85% 85% 85% 85% 85% 85%
Customer satisfaction 2.50 2.50 2.50 2.50 2.50 2.50 2.50 2.50 2.50 2.50 2.50 2.50