As a part of constantly looking to improve our reporting capabilities, we have introduced a new tab to the customer service reporting.
The purpose of this is to leverage the relatively new 'Avoidable contact' functionality that was added to (Customer Engagement Centre (Customer Service Vu) in a previous OneVu versions.
View details of that enhancement here
VERY IMPORTANT
The Avoidable Contacts report enables you to report upon 'Not Avoidable' too. You therefore need to add this as an avoidable contact type. The reason this is important is that it needs to be worded EXACTLY like this:
Not Avoidable
The new report dashboard is illustrated below.
As one can see one can filter by:
- Date Range
- Contact Method
- Location where the contact was logged
- Service Area for which the contact was logged
This means that it is possible to see for example how many:
- phone calls were received
- for Benefits that were
- avoidable because they were Progress Chasing
- at the Call Centre
- during the month of December should one wish to
The following illustrates an example:
Of course, like all of our reports, if a section of pie/bar chart is selected the rest of the dashboard is filtered for that too.
There are three summary cards at the top which are:
| Description | What this is |
| Total Contacts | The total number of phone calls/face to face contacts for the date range selected |
| Total Avoidable | The total number of phone calls/face to face contacts for the date range selected where an avoidable reason was selected |
| Top Avoidable Contact |
The number one reason in the avoidable contact types. |
Avoidable Contact Type
The first chart in the dashboard provides a breakdown of the different avoidable reasons.
Contacts and Avoidable by Month
The second chart allows one to see avoidable vs unavoidable on a month to month basis at a glance:
Contacts and Avoidable by Month
The third chart allows one to see the breakdown of avoidable contacts on a month to month basis at a glance.
I.e. below we can see avoidable contact for progress chasing almost halves between October and January:
Avoidable Contact Type By Location
The final chart allows one to see the breakdown of avoidable contacts by the location they were received at a glance. The lockdown ensuring below that all contacts were via the Call Centre!
As with all reports there is the ability to export the content to CSV and put them into Focus mode (i.e. expand them) per above.