Email Center Management Dashboard | Daily Business Intelligence

This is a DBI Release 12 Dashboard for Email Center Mangement

The Email Center Management dashboard presents interaction center managers with
a comprehensive view of email volume activity and response performance

This screenshot and description has been sent by Nilesh Jethwa of appsbi.com and infocaptor.com. He has sent this dashboard from his collection of dashboards for Oracle Applications Demo instance using the Vision Database. So there are no real numbers from real companies but the demo data is pretty good for demonstration to clients.

The purpose of the Email Center Management KPIs is to provide quick access to
the latest status of the key performance indicators (KPIs) for the enterprise call
centers. The KPIs region presents a snapshot of performance, agent productivity, email
volume, activity and outcomes.

KPI Headings and Calculations

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This section explains the metrics in the KPI region and how they are calculated.

• Replied within Service Level Goal: This KPI comes from the Email Response
Performance report. It is the percentage of email replies responded to within service
level goal. It is calculated as:
Example
Emails responded within service level goal / total emails responded * 100
• Transfer Rate: This KPI comes from the Email Response Performance report. It is
the percentage of emails that have been transferred at least once before resolution
to the number of emails resolved. Resolved emails represent those that have either
been replied to or deleted. It is calculated as:
Example
(Emails transferred out of the emails replied or deleted)/(Emails Replied + Emails
Deleted) *100
• Delete Rate: This KPI comes from the Email Response Performance report. It is the
percentage of emails deleted to the number of emails resolved. Emails resolved
refer to emails that have been either replied to, deleted or auto-processed. It is
calculated as:
Example
(Deleted + Auto Deleted)/
(Deleted + Auto Deleted + Replied + Auto Replied + Auto Updated SR + Auto
Resolved) * 100
• One & Done Resolution: This KPI comes from the Email Response Performance
report. It is the percent of inbound email interactions that get resolved with a single
reply. For example:
Example
Customer A sends email
Agent X replies to email (reply contains TAG
Customer A replies to agent X’s reply (i.e. thank you email)
One & Done Resolution is True
Customer A sends email
Agent X replies to email (reply contains TAG)
Customer A replies to agent X’s reply (i.e. follow up question)
Agent X replies to Customer A’s second email
One & Done Resolution is False
• Customer Wait Time (Hours): This KPI is from the Email Response Performance
report. It is the time (expressed in hours) the email is received by the Email Center
system to the time the email is replied. It is calculated as:
Example
Total Customer Wait Time / Emails Received
Customer Wait Time is calculated as:

Example
Time at which the email was replied – Time at which the email was received
• Received: This KPI is from the Email Activity report. It represents the total number
of emails received from the Email Center system.
• Replied: This KPI is from the Email Activity report. It represents the total number of
email replies sent from the Email Center system.
• Backlog: This KPI is from the Email Activity report. It represents the total number of
inbound emails, not responded to at the end of the reporting period. It is calculated
as:
Example
Accumulated open emails in the master queue + Accumulated open emails in the
agents’ inbox
• Composed: This KPI is from the Email Activity report. It is the number of the new
outbound emails (not replies) generated from Email Center.
• Service Requests Created: This KPI comes from the Email Activity report. It is the
total number of new service requests created in Email Center associated to inbound
email interactions.
• Leads: This KPI comes from the Email Activity report. It is the total number of
the new leads requested for creation in Email Center that are associated to email
interactions.
• Replied per Agent Hour: This KPI is from the Email Activity by Agent report. It is
the average number of email replies sent by an agent in a one-hour period of agent’s
login time. It is calculated as:
Example
Emails replied by Agent / Agent Hours
Where Agent Hours is the sum of all Agent Work Times during a given time period
which is calculated as Logout Time – Login Time

 

The graphs in this region provide visual representations of some of the key data
represented in the reports. They are:

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• Customer Wait Time Trend (Hours): The Customer Wait Time Trend graph displays
the trend of how long a customer had to wait before receiving a response as against
the wait time goal over the period of time. For more information on graph regions
and the trend graph type, .
• Agent Response Time Trend (Hours): The Agent Response Time Trend graph
displays the trend of agent’s email response time over a period of time. For more
information on graph regions and the trend graph type, • One and Done Resolution Trend: The One and Done Resolution Trend graph
displays trends that pertain to the percent of inbound email interactions that were
resolved during the first interaction. For more information on graph regions and the
trend graph type.

The dashboard had to be broken up into multiple screenshots as it was too lengthy. Clearly Oracle does not follow the one page rule, btw, leaders never became what they are by following the rules!

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