Communication andresponse management
reporting dashboard
September 2008
switched-on reporting0This Month Cumulative %
WebsiteWebsite
100%
This Month
100%
Cumulative
Website availability %
9,276 352,983Number of visits
71% 76%Split Residential %
Top 20 Countries this month(visits to website)
Exchanges switched-on
United States - 3,905United Kingdom - 3,883N/A - 909Sweden - 86India - 54Germany - 46China - 45Europe - 37France - 36Australia - 28
15% 14%SME %
15% 9%Corporate %
00:06:20 00:07:31Average dwell time
7 10Average number of pages visited
14 57,417Residential
2 7,250Business
16 64,667Total
Total number of online searches
New Zealand - 24Netherlands - 18Israel - 17Canada - 15South Korea - 14Switzerland - 13Spain - 12Japan - 10Taiwan - 9Italy - 9
REPORT 23
September 08
154 4,984
Welsh Welsh
2 0
switched-on reporting
switched-on Website TrafficREPORT 23
September 08
6,000
8,000
10,000
12,000
14,000
16,000
18,000
20,000
No
. o
f V
isit
s
Month
Number of Visits per Month
0%10%20%30%40%50%60%70%80%90%
100%
% o
f V
isit
s
Month
Percent of Visits by Residential - SME - Corp.
CorporateSMEResidential
Average Dwelling Time per Visit (Minutes)
02468
1012141618
Se
p-0
7
Oct
-07
No
v-0
7
De
c-0
7
Jan
-08
Fe
b-0
8
Ma
r-0
8
Ap
r-0
8
Ma
y-0
8
Jun
-08
Jul-
08
Au
g-0
8
Se
p-0
8
Month
Ave
. M
inu
tes
0500
1,0001,5002,0002,5003,0003,5004,0004,5005,000
No
. o
f V
isit
s
Sep
-07
Oct
-07
Nov
-07
Dec
-07
Jan-
08
Feb
-08
Mar
-08
Apr
-08
May
-08
Jun-
08
Jul-0
8
Aug
-08
Sep
-08
Month
Number of Online Searches (Residential vs. Business)
ResidentialBusiness
switched-on reporting
Call CentreCall Centre
00:00:13
This Month
00:00:16
Cumulative
Average time call waiting
104 2,073Total number of calls (Operator & IVR)
80% 76%Split Residential %
12% 10% SME %
0% 4% Corporate %
70 1,243IVR only
34 830No. of live operator calls only
100% 100%% of calls resolved on first contact
22Calls forwarded from CP’s
00:01:41 00:01:40Average call duration
Top reasons to call
• Migration date
• FAQs
REPORT 23
September 08
-
This Month
-
Cumulative
Total no. of searches(Operator & IVR)
7 176Emails recorded & white mail received
7 176No. of emails/ white mail/info despatched
0 0Welsh speaker requests
This Month Cumulative
8% 10% CP’s %
0This Month Cumulative %Exchanges switched-on 2 0
0
83
12
0
8
Volume
1,570
217
87
199
Volume
switched-on Call Centre TrafficREPORT 23
September 08
0
20
40
60
80
100
120
No. of Calls
Sep
-07
Oct
-07
Nov
-07
Dec
-07
Jan-
08
Feb
-08
Mar
-08
Apr
-08
May
-08
Jun-
08
Jul-0
8
Aug
-08
Sep
-08
Months
Total Number of Calls Received(Split by Response Mechanism)
IVR Only Agent Only Abandoned
Split of Calls Recieved
Residential, 76%
SME, 10%
CP's, 10%Corporate, 4%
Avg. Call Duration Per Month
00:00
00:43
01:26
02:10
02:53
03:36
Months
Tim
e (m
m:s
s)
Monthly Average Time Cumulative Av. Time
Call Centre: Avg. Time Call Waiting
00:00
00:17
00:35
00:52
01:09
01:26
Sep-0
7
Oct-
07
Nov-0
7
Dec-0
7
Jan-0
8
Feb-0
8
Mar-
08
Apr-
08
May-0
8
Jun-0
8
Jul-08
Aug-0
8
Sep-0
8
Months
Wait
ing
Tim
e (
mm
:ss)
Monthly Average Time Cumulative Ave. Time
switched-on reporting
REPORT 23
September 08
Communication MethodsCommunication Methods
0
This Month CumulativeResidential
Customers reached via door drop(DM used to date)
-Awareness %
0Reach % of total Households
SME
Customers reached via DM
Awareness %
Reach (% of Total SMEs)
Where did you hear about switched-on?
0
This Month Cumulative
-
0
Leaflet
Poster
Direct Mail
-
This Month Cumulative
-
-
Information Pack
Word of Mouth
Other
-
-
-
-
-
-
-
-
-
86
-
0
759
-
0
0This Month Cumulative %Exchanges switched-on 2 0