q. AC Benchmarks

AC Benchmarks can be added to help as a method of coaching when reviewing the Monthly Performance Summary for all Appointment Coordinators. (visible in the Phone Statistics section of the report) Benchmarks can be added by user, by store by user, or by store as a whole.  Only Service BDC, BDC Managers and Service/Sales BDC will be available to setup. 

Under the Options menu choose Add New AC Benchmarks to complete the following:

• 1. Choose Username

  2. Choose Work date (this will be the starting point for the benchmarks, can be back-dated)

  3. Recycles Per Day

  4. Appts Per Day

  5. Out %

  6. Show %

  7. Maint Lines Retained %

  8. MLG per RO

  9. Hrs per RO

  10. MLG per Day

  11. PRC % (productive close rate.... total # of appts / total # of productive recycles)

  12. QPS % 

  13. Total Calls

Edit AC Benchmarks

Choose any row, followed by clicking Options > Edit AC Benchmarks to make any changes to saved benchmarks. 

Delete Selected AC Benchmarks

Choose any row, followed by clicking Options > Delete Selected AC Benchmarks to permanently delete those benchmarks. 

Viewing Benchmarks on the Monthly Performance Summary

On the Monthly Performance Summary when benchmarks are met or exceeded the values will be displayed in green.  When benchmarks are not met the values will appear in red.  The benchmarks will only be visible in color when setup by User for All Stores.  Values will appear in black where there was no benchmarks dated for the time frame being ran in the report.  I.e. Running report for January 2014, but the first benchmarks were setup in November 2014, therefore any reports being ran prior to November 2014 will appear without having benchmarks in place.  Simply back-date any benchmarks for any date in the past in order to view the report with benchmarks in place. 

Go to p. AC Phone Stats