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KPI: |
Cost per Visit, Cost per Visitor |
Description: |
The total operational cost of the site over the reporting period divided by total visits/visitors handled during the reporting period. |
Objective: |
Provides high level indication and trend of overall service performance. |
Definition: |
will require further working group consultation |
Status: |
Recommended as Core KPI |
The following four measures can be tracked for agent-assisted calls concerning the Internet channel and for all messages/e-mails submitted through the Internet site. All are recommended as Operational Measures.
KPI: |
Agent Capacity |
Description: |
The anticipated number of hours of agent time available for service for each full-time equivalent (FTE). |
Objective: |
Ensures that agent resources are dedicated to required functions |
KPI: |
Resource Allocation |
Description: |
A management indicator assessing allocated FTE's to service delivery. |
Objective: |
Measures effective use of channel resources. |
Definition: |
Locally defined |
KPI: |
Agent Adherence |
Description: |
An assessment of telephone agent adherence to schedule and making oneself available during anticipated service periods. |
Objective: |
Contributes to resourcing effectiveness |
Definition: |
Calculated as total agent login time divided by scheduled work time |
KPI: |
Agent Occupancy |
Description: |
The percentage of agent time spent in direct service including "talk and wrap up time". |
Objective: |
Ensures accurate resourcing levels to achieve target service levels. |
Definition: |
Calculated as total agent login time divided by scheduled work time |
Suggested benchmark / Range: |
85% |
KPI: |
First Visit Resolution |
Description: |
Unique visitors over x-day period who exited the site from 'success' content pages |
Objective: |
Minimize cost and maximize client satisfaction. |
Definition: |
number of single unique visits within x-day period who exited the site from specific 'success' (i.e. answer found) pages |
As the Internet Channel is used to provide self-service through Technology, this theme is not applicable within the channel.
Web channel take up data is used in comparison with other channels to determine the impact of web site changes.
KPI: |
Visits |
Description: |
Total site visits accepted |
Objective: |
Measures overall service demand |
Definition: |
Number of visit sessions initiated by web servers. |
Status: |
Recommended as Core KPI |
KPI: |
Visitors |
Description: |
Unique Visitors |
Objective: |
Measures service demand accurately. |
Definition: |
Unique visitors counted either through registration/login processes or via cookies. |
Status: |
Proposed as Core KPI |