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ARCHIVED - Using External Service Delivery Key Performance Indicators

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MAF Category: Stewardship

Theme: Channel Take-up

During the service transformation period, senior GoC executives involved in service delivery place high value on channel take-up volumes. A modification to a Web site may have a dramatic positive or negative impact on call volumes, for example. Channel Take-up refers to the basic volume measures of the channel/call centre. Calls are counted by all ACD devices as a primary function. Callers,i.e. the number of unique phone numbers calling within a specific interval, are also reported by the network or trunk line vendors.

Calls and Callers: Vendor Specifics

System	Source
Northern PBX (MAX 6/7)	Report Name: ACD-DN Route Performance and Column/Data Name: Calls Answered = Calls Answd
Centrex MAX 100	Report Name: Summarized ACD-DN Call Analysis Column/Data Name: Calls Answered = ANSWD
Centrex Perimeter	Report Name: Demand and Resource
Symposium	Report Name: Taken from CDN statistics