| 80% of calls are answered within 60 seconds.CPE-Communications |
Analysis | |
Measure Definition & Importance |
Percentage of calls (X%) answered within Y seconds - service level is a common method for measuring the service to a paticular queue or call type. It is one of the most important measures of customer experience. Generally expressed with notation such as 80/60 (for 80% of calls answered in 60 seconds). Percentage of calls answered within seconds is currenlty FY2013 - 80%; FY 2014 64%; FY2015 YTD 75%
Calls are answered within 60 seconds. |
Service Areas |
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CPE.3.1 Call Center & Customer Service
CPE-Communications
Annual Roll Up |
Attachments |
Measure Data | Last Calculated 4 months ago |
| Period | | Status | Actual | Overall Target | High Variance (FY Target) | Low Variance | Annual Roll Up |
|---|---|---|---|---|---|---|---|
| Oct-18 |  | Lagging | 75.89% | 80.00% | 65.00% | 82.32% | |
| Nov-18 |  | On Target | 82.45% | 80.00% | 65.00% | 82.47% | |
| Dec-18 | | On Target | 84.02% | 80.00% | 65.00% | 82.15% | |
| Jan-19 | | Lagging | 77.93% | 80.00% | 65.00% | 81.16% | |
| Feb-19 | | On Target | 86.92% | 80.00% | 65.00% | 80.81% | |
| Mar-19 | | Lagging | 72.42% | 80.00% | 65.00% | 79.56% | |
| Apr-19 |  | Insufficient Progress | 63.23% | 80.00% | 65.00% | 77.55% | |
| May-19 | | Lagging | 66.63% | 80.00% | 65.00% | 77.01% | |
| Jun-19 | | Lagging | 71.57% | 80.00% | 65.00% | 77.37% | |
| Jul-19 | | Lagging | 73.23% | 80.00% | 65.00% | 76.64% | |
| Aug-19 | | On Target | 85.07% | 80.00% | 65.00% | 77.06% | |
| Sep-19 | | On Target | 90.23% | 80.00% | 65.00% | 77.47% | |
| Oct-19 | | On Target | 87.40% | 80.00% | 65.00% | 78.43% | |
| Nov-19 | | On Target | 87.50% | 80.00% | 65.00% | 78.85% | |
| Dec-19 | | On Target | 90.50% | 80.00% | 65.00% | 79.39% | |
| Jan-20 | | On Target | 87.34% | 80.00% | 65.00% | 80.17% | |
| Feb-20 | | On Target | 91.09% | 80.00% | 65.00% | 80.52% | |
| Mar-20 | | Lagging | 76.04% | 80.00% | 65.00% | 80.82% | |
| Apr-20 | | On Target | 84.55% | 80.00% | 65.00% | 82.60% | |
| May-20 | | On Target | 86.47% | 80.00% | 65.00% | 84.25% | |
| Jun-20 | | On Target | 85.95% | 80.00% | 65.00% | 85.45% | |
| Jul-20 | | Lagging | 78.17% | 80.00% | 65.00% | 85.86% | |
| Aug-20 | | On Target | 85.12% | 80.00% | 65.00% | 85.86% | |
| Sep-20 | | On Target | 90.12% | 80.00% | 65.00% | 85.85% | |
| Oct-20 | | On Target | 94.02% | 80.00% | 65.00% | 86.41% | |
| Nov-20 | | On Target | 89.89% | 80.00% | 65.00% | 86.61% | |
| Dec-20 | | On Target | 88.41% | 80.00% | 65.00% | 86.43% | |
| Jan-21 | | On Target | 90.13% | 80.00% | 65.00% | 86.66% | |
| Feb-21 | | On Target | 85.81% | 80.00% | 65.00% | 86.22% | |
| Mar-21 | | On Target | 83.59% | 80.00% | 65.00% | 86.85% | |
| Apr-21 | | Lagging | 77.13% | 80.00% | 65.00% | 86.23% | |
| May-21 | | On Target | 84.98% | 80.00% | 65.00% | 86.11% | |
| Jun-21 | | Lagging | 79.08% | 80.00% | 65.00% | 85.54% | |
| Jul-21 | | Monitoring/No Info | 80.00% | 65.00% | 86.21% | ||
| Aug-21 | | Monitoring/No Info | 80.00% | 65.00% | 86.32% | ||
| Sep-21 | | Not Defined | 80.00% | 65.00% | |||
| Oct-21 | | Monitoring/No Info | 80.00% | 65.00% | |||
| Nov-21 | | Monitoring/No Info | 80.00% | 65.00% | |||
| Dec-21 | | Monitoring/No Info | 80.00% | 65.00% | |||
| Jan-22 | | Not Defined | |||||
| Feb-22 | | Not Defined | |||||
| Mar-22 | | Not Defined | |||||
| Apr-22 | | Not Defined | |||||
| May-22 | | Not Defined | |||||
| Jun-22 | | Not Defined | |||||
| Jul-22 | | Not Defined | |||||
| Aug-22 | | Not Defined | |||||
| Sep-22 | | Not Defined |
Data Source Details & Calculation Information |
Symposium / Nortel Phone System - Application Performance Report for 4 queues: CCC English, CCC Spanish, SW English, SW Spanish for a month. When looking at quarterly/annual reporting, must pull the report by time period requested.
((CallsAnswered + Calls Abaonded) = (Calls Answered After Threshold + Calls Abandoned After Threshold))/(Calls Asnwerd + Calls Abandoned)) x 100
Measure Type |
Performance Liaison |
| SG | Sharon Gamble (CPE- Communications & Public Engagement) |
Measure ID |
Administrator Notes |