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  • Water Plus: Operations Draft Dashboard

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    vikram_gajjala
    17 vues8 pages
    This dashboard summarizes key operational metrics for Water Plus across four areas: finance, quality/customer, operations, and people. It shows weekly, monthly, and year-to-date performance compared to targets for metrics such as cash collected, quality screenings completed, call volumes handled, agent productivity, and complaints received and resolved. Highlights and risks are also noted. The dashboard is intended to provide high-level visibility into the status of various service metrics.

    Description originale:

    Importand Dashboard

    Titre original

    Ops Dashboardv2

    Copyright

    © © All Rights Reserved

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    PDF, TXT ou lisez en ligne sur Scribd

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    This dashboard summarizes key operational metrics for Water Plus across four areas: finance, quality/customer, operations, and people. It shows weekly, monthly, and year-to-date performance compared to targets for metrics such as cash collected, quality screenings completed, call volumes handled, agent productivity, and complaints received and resolved. Highlights and risks are also noted. The dashboard is intended to provide high-level visibility into the status of various service metrics.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    17 vues8 pages

    Water Plus: Operations Draft Dashboard

    Transféré par

    vikram_gajjala
    This dashboard summarizes key operational metrics for Water Plus across four areas: finance, quality/customer, operations, and people. It shows weekly, monthly, and year-to-date performance compared to targets for metrics such as cash collected, quality screenings completed, call volumes handled, agent productivity, and complaints received and resolved. Highlights and risks are also noted. The dashboard is intended to provide high-level visibility into the status of various service metrics.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 8

    Water Plus Operations Draft

    Dashboard

    copyright
    all rights reserved
    Water Plus – week XX
    Operations – Status of Service Metrics Dashboard
    Finance Quality/ Customer
    Metric Metric Volume Status
    Volume Status
    Agent Target WTD MTD YTD
    Cash Target WTD MTD YTD
    Quality Screenings Completed
    Current yr cash
    Quality Score %
    Legacy yr cash Number of screenings above 85%
    Current yr % collection Number of screenings above 50%

    Debt (monthly) Customer


    CSAT Scores
    Current year debt
    First Contact Resolution
    Legacy year debt
    Repeat Calls
    Revenue Post Survey

    Total Billed Total Complaints received


    Total Complaints closed
    Total Unbilled Total Complaints Outstanding

    Total Total
    Complaints Complaints
    Metric Volume Status Metric Volume Status
    Target WTD MTD YTD Target WTD MTD YTD
    Stage 1 Volume Oldest Complaint
    Stage 1 Completed Complaints Resolved 0-3 days
    Stage 2 Volume Complaints Resolved 3-6 days
    Stage 2 Completed Complaints Resolved 6-8 days
    VIP Volume Complaints Resolved 8-10 days
    VIP Completed Total
    CCW Volume
    CCW Completed Age Profile - Days
    DG Volume 1 100
    DG Completed
    Total
    Water Plus – week XX
    Operations – Status of Service Metrics Dashboard
    Operations
    Metric Volume Status
    Highlights:
    Target WTD MTD YTD
    Calls Received CP

    Calls Handled CP

    Abd Rate 3%

    Activities Completed CP

    Activities - Hold CP

    Total Activities CP

    AHT CP

    Calls Answered 20 Secs 80/20

    Calls Answered 30 Secs 70/30

    Talk Time CP

    Hold CP

    Wrap

    Wait Time
    Risks/Issues & Mitigation:
    Short Call Volumes

    Dialler

    List Size

    List Penetration 75%

    DMC Penetration 65%

    DMC/per hour

    Abd Rate <3%

    Total
    Water Plus – week XX
    Operations – People Metrics Dashboard
    People
    Metric Volume Status
    Highlights:
    Target WTD MTD YTD

    Productivity

    Attendance

    Total Shrinkage CP

    Attrition CP

    Adherence

    121's Required

    121's Completed

    Outstanding 121's

    Absence - non sick CP

    Absence - total sick CP

    Short Term Sickness Risks/Issues & Mitigation:


    Long Term Sickness

    Lates

    Holidays CP

    Coaching CP

    Training CP

    Total
    Water Plus – week XX
    Operations – Status of Service Metrics Dashboard
    Quality/ Customer
    Metric Volume Status
    Agent Target WTD MTD YTD
    Quality Screenings Completed
    Quality Score %
    Number of screenings above 85%
    Number of screenings above 50%
    Customer
    CSAT Scores
    First Contact Resolution
    Repeat Calls
    Post Survey
    Total Complaints received
    Total Complaints closed
    Total Complaints Outstanding
    Total
    Complaints Complaints
    Metric Volume Status Metric Volume Status
    Target WTD MTD YTD Target WTD MTD YTD
    Stage 1 Volume Oldest Complaint
    Stage 1
    Completed Complaints Resolved 0-3 days

    Stage 2 Volume Complaints Resolved 3-6 days


    Stage 2 Complaints Resolved 6-8 days
    Completed
    Complaints Resolved 8-10 days
    VIP Volume
    Total
    VIP Completed
    CCW Volume
    CCW Completed
    DG Volume
    DG Completed
    Water Plus – week XX
    Operations – Status of Service Metrics Dashboard
    Finance Quality/ Customer
    Metric Metric Volume Status
    Volume Status
    Agent Target WTD MTD YTD
    Cash Target WTD MTD YTD
    Quality Screenings Completed
    Current yr cash
    Quality Score %
    Legacy yr cash Number of screenings above 85%
    Current yr % collection Number of screenings above 50%

    Debt (monthly) Customer


    CSAT Scores
    Current year debt
    First Contact Resolution
    Legacy year debt
    Repeat Calls
    Revenue Post Survey

    Total Billed Total Complaints received


    Total Complaints closed
    Total Unbilled Total Complaints Outstanding

    Total Total
    Complaints Complaints
    Metric Volume Status Metric Volume Status
    Target WTD MTD YTD Target WTD MTD YTD
    Stage 1 Volume Oldest Complaint
    Stage 1 Completed Complaints Resolved 0-3 days
    Stage 2 Volume Complaints Resolved 3-6 days
    Stage 2 Completed Complaints Resolved 6-8 days
    VIP Volume Complaints Resolved 8-10 days
    VIP Completed Total
    CCW Volume
    CCW Completed Age Profile - Days
    DG Volume 1 100
    DG Completed
    Total
    Water Plus – week XX
    Operations Revenue / Cash Collected – Metrics Dashboard
    Finance
    Metric Volume Status
    Cash Collected Target WTD MTD YTD
    Cost per Activity

    Compensation

    Cost per agent / chair

    Revenue per agent / chair

    Total
    WIP
    Metric Volume Status
    Target WTD MTD YTD
    DG 0 – 5 outstanding
    DG 5 – 10 outstanding
    Customer queries 10 – 30 O/S
    Customer queries over 30 O/S
    DG fails
    GSS fails
    DG incoming
    NON DG incoming
    AVG resolution

    Total
    Water Plus – week XX
    Operations – Status of Service Metrics Dashboard
    Finance Quality/ Customer
    Metric Metric Volume Status
    Volume Status
    Agent Target WTD MTD YTD
    Cash Target WTD MTD YTD
    Quality Screenings Completed
    Current yr cash
    Quality Score %
    Legacy yr cash Number of screenings above 85%
    Current yr % collection Number of screenings above 50%

    Debt (monthly) Customer


    CSAT Scores
    Current year debt
    First Contact Resolution
    Legacy year debt
    Repeat Calls
    Revenue Post Survey

    Total Billed Total Complaints received


    Total Complaints closed
    Total Unbilled Total Complaints Outstanding

    Total Total
    Complaints Complaints
    Metric Volume Status Metric Volume Status
    Target WTD MTD YTD Target WTD MTD YTD
    Stage 1 Volume Oldest Complaint
    Stage 1 Completed Complaints Resolved 0-3 days
    Stage 2 Volume Complaints Resolved 3-6 days
    Stage 2 Completed Complaints Resolved 6-8 days
    VIP Volume Complaints Resolved 8-10 days
    VIP Completed Total
    CCW Volume
    CCW Completed Age Profile - Days
    DG Volume 1 100
    DG Completed
    Total

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