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