Communication and response management reporting dashboard

1
Communication andresponse management reporting
dashboard

• August 2008

2
switched-on reporting
August 08
Exchanges switched-on
REPORT 22
0
This Month
Cumulative

2
0
Website
This Month
Cumulative
100
100
Website availability
Welsh
Welsh
8,651
343,707
Number of visits
4,830
Top 20 Countries this month (visits to website)
86
75
77
Split Residential
United States - 3,663 United Kingdom - 3,334 N/A
- 1,119 Sweden - 89 China - 57 France - 46 India
- 43 Germany - 28 Australia - 27 South Africa -
26
Netherlands - 19 Europe - 18 Costa Rica -
15 Switzerland - 14 Ukraine - 12 South Korea -
11 Norway - 11 Japan - 10 Spain - 9 Canada - 9
14
14
SME
11
9
Corporate
000734
000147
Average dwell time
Average number of pages visited
8
10
Total number of online searches
57,403
15
Residential
7,248
0
Business
Total
15
64,651
3
switched-on Website Traffic
August 08
REPORT 22
4
switched-on reporting
August 08
REPORT 22
Exchanges switched-on
0
This Month
Cumulative

2
0
Call Centre
This Month
Cumulative
This Month
Cumulative
Total no. of searches (Operator IVR)
000023
-
-
000016
Average time call waiting
83
1,969
Emails recorded white mail received
Total number of calls (Operator IVR)
5
169
Volume
Volume
80
76
Split Residential
66
1,487
Top reasons to call
12
10
SME
10
205

• Migration date
• FAQs

0
4
Corporate
0
86
8
10
CPs
7
190
53
1,173
IVR only
This Month
Cumulative
30
796
No. of live operator calls only
No. of emails/ white mail/info despatched
169
5
100
100
of calls resolved on first contact
Welsh speaker requests
0
0
22
0
Calls forwarded from CPs
000051
000140
Average call duration
5
switched-on Call Centre Traffic
August 08
REPORT 22
6
switched-on reporting
August 08
REPORT 22
Exchanges switched-on
0
This Month
Cumulative

2
0
Communication Methods
Where did you hear about switched-on?
Residential
This Month
Cumulative
This Month
Cumulative
Customers reached via door drop (DM used to date)
0
759
-
-
Leaflet
-
-
-
-
Awareness
Poster
0
-
-
0
Reach of total Households
Direct Mail
-
-
Information Pack
SME
This Month
Cumulative
-
-
Word of Mouth
0
86
Customers reached via DM
-
-
Other
-
-
Awareness
0
0
Reach ( of Total SMEs)