Customer Care

The wholesale cost and the current outstanding volume of unallocated calls is displayed. Further analysis of unallocated calls is provided in Customer Care > Customer Care Analysis.

Unallocated Tracker shows the value and volume of unallocated usage over the previous 3 month period together with the ageing bucket of the unallocated usage at the point in time that the data was produced to allow tracking and trending of the unallocated usage.

The KPI averages the number of qualifying workflows raised per day over the last 12 months.

Workflow events can be excluded from the analysis if required, for example, exclude system raised workflow events.

The Unallocated Summary Analysis allows a more detailed insight into the categories of Unallocated Usage allowing the volume, value and age of any particulate category of unallocated usage to be queried.

The Unallocated Tracker provides the ability to monitor the trend of unallocated calls (value and volume) by category to establish positive and negative trends, thus helping to target the reduction of unallocated usage over time.

Workflow events are a fundamental part of CMP customer and subscriber management and having the ability to query the types, volumes and statuses of workflow events helps to manage customer satisfaction, potential revenue leakage, propensity to contact call centre, churn and many other key operational challenges.

Volumes and types of workflow events can be tracked over time, by type and code, resolution times, status and reason to gain insight into the issues that impact customers.

This analytic allows a detailed understanding of workflows raised and their status, including:

• Volumes of event types and codes over time
• Reason codes associated with workflows
• Overdue/Not Overdue
• Resolved / Unresolved
• The average number of days that workflows are open
• User, Department and location information including Raised by, Current user and Resolved By