This page has been archived.
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.
The working group has identified three primary KPIs for measuring the ability of citizens to access a specific GoC phone service. Call Access is a call centre industry standard measure that measures the percentage of calls that are accepted by the ACD. Caller Access measures the percentage of unique phone numbers accepted by the ACD. Both measures are primary indicators of customer satisfaction. Abandoned Calls measures callers who successfully accessed the phone service but chose to hang up either as a result of prolonged waiting for agent service or as a result of not finding a relevant answer through the interactive voice response (IVR) self-service feature.
There are some telephony management configurations that can directly affect these indicators. For example, some GoC call centres advise callers of expected wait times while queued for an agent. Many callers choose to terminate their call at that point—this is commonly measured as an IVR termination within the service threshold, i.e. a "successful" completion. Other GoC call centres advise callers requesting agent service that the wait period exceeds the service level threshold (i.e. 90% of calls answered within four minutes), provide advice to call later, or try an alternate channel and terminate the call. These calls should be considered as a service refusal and counted appropriately.
Call AccessPercentage of calls presented that get into the ACD (Calls Answered + Calls Abandoned) X 100 |
Caller AccessPercentage of unique callers who get into the system
Total Unique Telephone Numbers Completed X 100 |
System |
Source |
Northern PBX (MAX 6/7)
|
Report Name: ACD-DN Route Performance |
Centrex MAX 100
|
Report Name: Summarized ACD-DN Call Analysis |
Centrex Perimeter |
Report Name: Demand and Resource |
Symposium |
Report Name: Taken from CDN statistics |
Abandoned CallsPercentage of clients who hang up before receiving service whether within IVR or waiting for agent service. (Queued Calls Abandoned + IVR Calls Abandoned Before
Service) X 100 |
Not all ACD technologies provide GoC managers with the ability to distinguish successful IVR hang-ups from unsuccessful call terminations. If possible, managers should include only unsuccessful call terminations within this metric. However, if impractical, managers can program their technology to identify all voluntary terminations or hang-ups.
System |
Source |
Northern PBX (MAX 6/7) |
Report Name: ACD-DN Route Performance |
Centrex MAX 100 |
Report Name: Summarized ACD-DN Call Analysis |
Centrex Perimeter |
Report Name: Demand and Resource |
Symposium |
Report Name: Taken from CDN statistics |