Premise Performance Annualized

The Premise Performance Annualized dashboard displays annual statistics related to On-Premise Callback utilization. Here you can see how often callback offers are accepted and the impact of callbacks on the ASA, abandonment rate, and service level.

Consult the following list for descriptions of the metrics on the Premise Performance Annualized dashboard:

Total Calls Offered

The total number of callback offers made

Utilization Rate

The percentage of callback offers that resulted in acceptance rather than the customer choosing to hold

X% of Total Calls Treated by Mindful

The percentage of total calls that resulted in some form of treatment by On-Premise Callback, meaning that the customer selected one of the options presented during the offer

X% of Calls are Callbacks

The percentage of total calls that resulted in a callback

Utilization pie chart

Compares the percentage of total calls that resulted in callbacks to those in which the customer chose to remain on hold

Average speed of answer impact

Total Queue Minutes Saved

The average customer hold time eliminated by ASAP callbacks, in minutes

ASA Reduction

The percentage reduction in hold time when comparing the potential ASA (without callbacks) to the actual ASA (with callbacks)

ASA bar chart

Compares the potential ASA (without callbacks), actual ASA (with callbacks), and the ASA for callback interactions

Abandonment impact

Abandons Mitigated by Mindful

The number of calls that would have been abandoned by customers if On-Premise Callback were not used

Abandonment Rate Reduction

The percentage reduction in the abandonment rate when comparing the potential rate (without callbacks) to the actual rate (with callbacks)

Abandonment bar chart

Compares the potential abandonment rate (without callbacks), actual abandonment rate (with callbacks), and the abandonment rate for callback interactions

Service level impact

Callbacks Answered in X Seconds

The number of callbacks answered in X seconds or less, with X determined by the Service Level filter at the top of the dashboard

Service Level Increase

The percentage increase in service level, calculated as (number of callbacks answered within X seconds / total calls offered), with X determined by the Service Level filter at the top of the dashboard

Service level pie chart

Compares the percentage of callbacks with an ASA within 30 seconds, within 31-60 seconds, and over 60 seconds

Premise Monthly Performance

The Premise Monthly Performance dashboard compares the number of callback offers to the number of treated calls each month. This dashboard also shows the queue time saved each month.

Consult the following list for descriptions of the metrics on the Premise Monthly Performance dashboard:

Total count metrics

Several metrics are displayed on the right side of the dashboard:

• Total Calls Offered
• Total Calls Treated
• Total Callbacks Requested
• Total Queue Minutes Saved

Calls Offered

The number of callback offers made

Calls Treated

The number of offers that resulted in some form of treatment by On-Premise Callback, meaning that the customer selected one of the options presented during the offer

Callbacks

The number of callbacks processed

Total Queue Minutes Saved

The average customer hold time eliminated by ASAP callbacks, in minutes

Premise Client Status

The Premise Client Status dashboard includes a single table showing the first, last, and latest dates on which data was obtained for the selected clients. In this table, you can see the database table that was queried and the total number of records pulled.

Premise Scheduled Callback

The Premise Scheduled Callback dashboard provides insight into the impact and outcomes of scheduled callbacks in different scenarios.

Consult the following list for descriptions of the metrics on the Premise Scheduled Callback dashboard:

Premise Scheduled Callback

Compares the outcomes of scheduled callbacks

Afterhours Inbound Outcomes

Shows the outcomes that occurred after hours during the inbound registration process

Scheduled Acceptance by EWT

Shows how the quoted wait time impacted the acceptance rate of scheduled-callback offers

Datebook Inbound Outcomes

Shows the outcomes that occurred when in Datebook operation mode during the inbound registration process

Appointment Date Distribution

Compares the number of days between registration dates and appointment dates when in Normal vs. Datebook operation mode

Reconnect Rate by Appointment Date

Shows how the reconnect rate is impacted by the interval of time between registration dates and appointment dates

Scheduled Callback Cancel Rate by Appointment Date

Shows how the cancellation rate is impacted by the interval of time between registration dates and appointment dates