KPI Description

Business KPIs

Direct

Number of calls that reach the node through the shortest path.

If a customer does not press the asterisk (*) or pound (#) key before reaching a business node, the customer's call is considered as a direct call.

Direct = Visits – Non Direct

Direct Rate

Percentage of direct calls to total visits to the business node.

Direct Rate + Non Direct Rate = 1

Direct Rate = Direct/Visits

Non Direct

Number of IVR calls that pass through other nodes at the same level with the target node or lower-level nodes before reaching the target node.

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Non Direct = Visits – Direct

Non Direct Rate

Percentage of non-direct calls to total visits to the business node.

Direct Rate + Non Direct Rate = 1

Non Direct Rate = Non Direct/Visits

Visits

Total number of calls that reach the business node.

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Visits = Number of Successes + Number of Failures + Number of abandoned calls

Hang Up

Number of calls that are hung up after they reach the business node.

On a navigation node, if a customer does not press the asterisk (*) key as prompted to return and hangs up the call instead after pressing an incorrect key, the customer's call is not considered as a hung-up call.

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Number of calls in which customers return to previous menus

Number of calls in which customers press the asterisk (*) key to return to previous menus after reaching the business node.

This KPI does not include the number of times that customers press the asterisk (*) key to return after pressing incorrect keys on navigation nodes.

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Number of calls in which customers return to the main menu

Number of calls in which customers press the pound (#) key to return to the main menu after reaching the business node.

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Number of Successes

Number of calls with successful business handling, consultation, or query.

A call is considered as a success if more than half of the business consultation voice is played or the SMS message, MMS message, WAP Push message, or email is successfully triggered.

Number of Successes = Visits – Number of Failures – Number of abandoned calls

Number of Failures

Number of calls with failed business handling, consultation, or query.

A call is considered as a failure if the voice indicating business failure is played on a query, consultation, or business handling node. This KPI is inapplicable to navigation nodes.

Number of Failures = Visits – Number of Successes – Number of abandoned calls

Number of abandoned calls

• Less than half of the consultation voice is played on a consultation node.
• No voice indicating business success or failure is played on a query or business handling node, for example, when a call is hung up during password verification.

This KPI is inapplicable to navigation nodes and transfer-to-manual nodes.

Number of abandoned calls = Visits – Number of Successes – Number of Failures

Success rate

Percentage of calls with successful business handling, consultation, or query to total visits.

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Success rate = Number of Successes/Visits

Failure Rate

Percentage of calls with failed business handling, consultation, or query to total visits to the business node.

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Failure Rate = Number of Failures/Visits

Abandon rate

Percentage of abandoned calls to total visits to the business node.

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Abandon rate = Number of abandoned calls/Visits

Rehear

Number of nodes on which voices are replayed.

If the voice is replayed for multiple times in a node visit, the value increases only by 1.

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Rehear Rate

Percentage of nodes on which voices are replayed to total visits.

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Rehear Rate = Rehear/Visits

Rehear Once

Number of nodes on which voices are replayed once.

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Rehear Twice

Number of nodes on which voices are replayed twice.

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Average Service Duration

Average duration of business handling, query, or consultation on a business node.

Proportion of IVR service duration to node visits.

Average Service Duration = IVR service duration/Visits

Reduced manual service duration

Product of the number of successful calls for a business node and the average duration of manual service for the business node.

The average duration of manual service is automatically synchronized from the IVRMAP.

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Average business path length before the business node

The path length before calls reach the business node indicates the number of business nodes which calls pass through before reaching the target business node.

Proportion of the total path length before calls reach the business node to total node visits.

Average business path length before the business node = Total path length before the business node/Visits

Average key pressing times before the business node

Total number of key pressing times before calls reach the business node, including invalid key pressing times on a navigation node and excluding key pressing times for the collection of multi-digit numbers.

Proportion of key pressing times before the business node to total node visits.

Average key pressing times before the business node = Number of key pressing times before the business node/Visits

Flowing into lower-level menus

Number of calls that access lower-level menus through upper-level menus.

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Transfer-to-manual rate

Number of visits that are transferred to agents because IVR flows cannot meet the business handling requirements of customers.

Percentage of visits that are transferred to manual service to total visits to the business node, for example, the percentage of visits that are transferred to manual service at the main menu.

Transfer-to-manual rate = Number of transferred-to-manual calls/Visits

Number of sent SMS/MMS messages

The number of sent SMS or MMS messages for consultation, query, and business handling is determined by the number of times the system plays the voice indicating SMS or MMS message sending success.

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Number of sent faxes

The number of faxes sent for consultation, query, and business handling is determined by the number of times the system plays the voice indicating fax sending success.

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Number of sent emails

The number of emails sent for consultation, query, and business handling is determined by the number of times the system plays the voice indicating email sending success.

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Number of sent WAP Push messages

The number of sent WAP Push messages for consultation, query, and business handling is determined by the number of times the system plays the voice indicating WAP Push message sending success.

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Number of businesses that are successfully handled

Total number of business requests that are successfully handled on all business handling subnodes, including requests for business subscription, cancellation, and modification.

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Number of successful business queries

Total number of successful business requests on all query subnodes.

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Equivalent commission

Product of the number of businesses that are successfully handled and corresponding commissions.

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Equivalent commission = Number of businesses that are successfully handled x Commissions

SMS satisfaction

Percentage of customer replies with 3, 4, and 5 to customer replies with 1, 2, 3, 4, and 5.

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SMS satisfaction = Number of customer replies with 3, 4, and 5/Number of customer replies with 1, 2, 3, 4, and 5

Query success rate

Percentage of successful business query requests to total business query requests.

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Query success rate = Number of successful business query requests/Number of business query requests

Business handling success rate

Percentage of businesses that are successfully handled through self-service to businesses that are handled through self-service.

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Business handling success rate = Number of businesses that are successfully handled through self-service/Number of businesses that are handled through self-service.

Total visits that request manual service

Total number of visits that request manual service.

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Manual-to-IVR calls

Number of calls that are transferred to the IVR after customers request manual service on hearing the menu voice on the first node.

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Manual-to-IVR rate

Percentage of calls that are transferred to the IVR after customers request manual service on hearing the menu voice on the first node to transferred-to-manual calls.

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Manual-to-IVR rate = Manual-to-IVR calls/Number of transferred-to-manual calls

Average manual service duration

Average duration of manual service for customer visits.

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IVR-to-manual calls

Number of calls that are transferred to manual service after customers access the IVR.

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Number of failed manual-to-IVR calls

Number of failed calls that are transferred to the IVR in the subsequent handling process after customers request manual service on hearing the menu voice on the first node.

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Redirected calls

Number of calls that jump to other nodes.

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Traffic KPIs

Valid IVR Service

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Valid inbound call rate

Percentage of IVR inbound calls in which customers reply with keys to total IVR inbound calls.

If an inbound call is directly hung up when the greeting or the menu voice of the first node is played, the call is not considered as a valid inbound call.

Valid inbound call rate = Number of valid inbound calls/Number of inbound calls

Effective Service Rate

Effective Service Rate indicates the percentage of calls with effective services to total IVR inbound calls.

Effective Service Rate = Number of calls with effective services/Number of IVR inbound calls

Number of transferred-to-manual calls

Number of inbound calls that request manual service.

If a call requests manual service for multiple times, only one request is counted.

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Number of transferred-to-manual calls on the first node

Number of calls in which customers request manul service on the first node.

If a call requests manual service for multiple times on the first node, only one request is counted.

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Transferred-to-manual rate on the first node

Percentage of calls transferred to manual service on the first node.

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Transferred-to-manual rate on the first node = Number of transferred-to-manual calls on the first node/Number of inbound calls

Number of non-transferred-to-manual calls on the first node

Number of calls that are transferred to manual service in the subsequent handling process after customers access the IVR on hearing the menu voice on the first node.

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Number of non-transferred-to-manual calls on the first node = Number of transferred-to-manual calls – Number of transferred-to-manual calls on the first node

Self-service volume

Number of IVR calls that are not transferred to manual service.

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Self-service volume = Total number of inbound calls – Number of transferred-to-manual calls

Proportion of manual traffic

Percentage of inbound calls that request manual service to total IVR inbound calls.

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Proportion of manual traffic = Number of transferred-to-manual calls/Number of inbound calls

Pure IVR service rate

Percentage of inbound calls with no manual service to total inbound calls.

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Pure IVR service rate = Number of inbound calls with no manual service/Number of inbound calls

Transferred to Manual Successful

Number of calls that are successfully transferred to agents.

An IVR call is successfully transferred to an agent if the call is successfully transferred to a queue and does not return to the IVR through the timeout flow due to the queuing timeout.

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Transferred-to-manual success rate

Percentage of calls that are successfully transferred to manual service to total calls that request manual service.

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Transferred to manual successful rate = Transferred to Manual Successful/Number of transferred-to-manual calls

Number of non-direct behaviors

If there are multiple non-direct behaviors in a call, one non-direct behavior is counted.

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Non-direct behavior rate

Proportion of non-direct behaviors to total inbound calls.

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Non-direct behavior rate = Number of non-direct behaviors/Number of inbound calls

IVR One-time Resolution Rate

If a hotline inbound call with a valid service does not request manual service and the customer does not call the customer service platform again within two hours after the call is hung up, the customer concern is considered to be resolved in one IVR call.

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IVR One-time Resolution Rate = (Valid IVR service volume – IVR Repeat Calls)/Valid IVR service volume

Average call duration

Average duration of customers' interaction with the IVR in all hotline calls that do not request manual service.

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Average call duration = Total duration of IVR service/Number of inbound calls

IVR system error rate

Percentage of IVR inbound calls with flow or voice invocation errors to total IVR inbound calls.

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IVR system error rate = Number of calls with flow or voice invoking errors/Number of inbound calls

Average Path Length

The business path length indicates the number of business nodes, including consultation, query, business handling, and navigation nodes, which calls pass through.

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Average Path Length = Business path length/Number of inbound calls

Repeated Incoming Calls

Number of calls from calling parties who dial the customer service hotline repeatedly within 2 hours.

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Repeated Call Rate

Percentage of repeated calls to total calls.

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Repeated Call Rate = Repeated Incoming Calls/Total number of inbound calls

Number of IVR inbound calls

Number of IVR inbound calls that are connected to the customer business platform and in which IVR voices are successfully played. The value is slightly smaller than the number of IVR inbound calls collected by the platform. If a call is connected to the IVR multiple times, only one call is counted.

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Total IVR service duration

Total duration of IVR service.

This KPI does not include the waiting time and manual service duration of calls that are transferred to manual service. The unit is second.

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Voice playback node path length

Number of times calls pass through voice playback nodes.

If a voice is automatically replayed by the IVR due to the timeout of digit collection, only one voice playback is counted.

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IVR Repeat Calls

Number of IVR inbound calls with valid services and no manual service that are connected to the hotline again within two hours after the calls are hung up.

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Number of function node visits

Number of calls that reach consultation, query, or business handling nodes.

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Average key pressing times

Number of times customers press keys on hearing menu voices, including invalid key pressing times at the navigation menu and excluding key pressing times for the collection of multi-digit numbers.

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Average key pressing times = Number of key pressing times/Number of inbound calls

Key Error Return

Number of times customers press the asterisk (*) key to return to previous menus after pressing incorrect keys on navigation nodes.

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Number of hang-up calls due to incorrect key pressing

Number of calls in which customers hang up instead of pressing the asterisk (*) key as prompted to return to previous menus after pressing incorrect keys on navigation nodes.

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Number of customers

Number of inbound customer numbers after deduplication.

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Number of local customers

Number of customers in a specific city or region.

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Active traffic distribution rate

Percentage of calls with key pressing for self-service on the first node to total calls with key pressing for self-service or manual service on the first node.

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Active traffic distribution rate = Number of calls with key pressing for self-service on the first node/(Number of calls with key pressing for self-service on the first node + Number of calls with key pressing for manual service on the first node)

Number of pure IVR customers

Number of customers who are connected to the IVR and are not transferred to manual service in a month after deduplication.

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Number of loyal customers

Number of customers who call the IVR system every month for three consecutive months and whose calls are not transferred to manual service.

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Average path length with key pressing

Average path length of inbound calls that enter the main flow.

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Hang-up calls on the first node

Number of inbound calls in which no keys are pressed.

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Number of customers who hang up before reaching the first node

Number of customers who do not reply with keys after deduplication.

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Hang-up rate before calls reach the first node

Percentage of calls that are hung up before reaching the first node to total inbound calls.

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Hang-up rate before calls reach the first node = Hang-up calls on the first node/Number of inbound calls

Average duration of calls with key pressing

Average duration of inbound calls that enter the main flow.

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Node arrival rate

Percentage of calls that reach function nodes to calls with key pressing on the first node. The keys pressed on the first node do not contain 0.

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Number of calls with key pressing on the first node

Number of inbound calls with key pressing on the first node.

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Number of calls with key pressing on the first node = Number of IVR inbound calls – Hang-up calls on the first node

Number of calls with key pressing for self-service on the first node

Number of calls with keys except 0 pressed on the first node.

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Number of calls with key pressing for self-service on the first node = Number of calls with key pressing on the first node – Number of calls with key pressing for manual service on the first node