This report was created to help BDC Managers, Service Managers, etc., identify areas of opportunity within their BDC. The BDC Report Card provides details on overall performance and allows the users to utilize a single report rather than running multiple ones. This report has multiple views which will allow the user to see various areas of BDC performance/productivity at ease.

Running the Report

 1.      Choose the date range

2.      Choose Store/Branch

3.      Choose Sort Option

• By Username

• By Store

• By Enterprise

• By Store By User By Year

• By Store By Year

• Enter Username (optional)

• Enter Role Name (optional)

PRODUCTIVITY

Days Worked: Is the count of days in the reporting time frame in which the user recorded greater than 10 or more recycles, including No Show, Confirm, Maintenance, CSI, SPORD, Sales, Marketing, and Recalls.  This count excludes:  Batch Emails, Marketing Email Blasts, Marketing sent to Excel recycles, and Marketing Letters.

 Unproductive Hrs: The total number of hours that the user/store have been unproductive, meaning no recycling, appointment booking etc.

 Recycles Per Day: Total # of recycles per day.  See which contact types are making up the recycles per day based on a percentage.

PRODUCTION

*Based on Appointment Date

 MLG PER/RO

• • Pre Booked 

  • Total RO

  • BDC % of Total Gross

 Maint/Hrs/RO

• • Pre Booked

  • Total RO

  • MLR – Maintenance lines retained

EFFECTIVENESS

APPOINTMENTS

Same Day Booking %

Same Day

Per Day

OAC Appt/Day

OAC RO/Day

OUT %

Show %

SORT OPTIONS

Recycle

RO Date

Star Rating

USERS

How many users?

2.  Productivity

PROFICIENCY

Avail Hrs: Each section contains a Per Day value. The Per Day value is multiplied by the time in the header section and divided by 60 to show the value in hours.

Prod Hrs: The total of hours from each section shown in blue, will give the total of Prod Hrs. (see next page for more details)

Unalloc Hrs: This stands for Unallocated hours and is the difference between Available Hours - Productive Hours ( 2.6 - 1.4 = 1.2). 

 *Note: This report does not take into consideration each stores unique scheduling set up, this may be an item to consider when looking at this report. i.e Lunch, Breaks,etc. 

APPTS BOOKED

Appts Booked: This is the number of appts booked for the reporting time frame.

Per Day: The number of appts booked during the reporting time frame divided by the number of days worked.

Hrs: Based on the alloted time to perform each action the Hrs calculation tells you how much time each day is spent on that task.

EMAILS SENT

Email Sends: This is the number of sent for the reporting time frame. (does not include Batch emails)

Per Day: The number of emails sent during the reporting time frame divided by the number of days worked.

Hrs: Based on the alloted time to perform each action the Hrs calculation tells you how much time each day is spent on that task.

TEXTS SENT

Texts Sent: This is the number of sent for the reporting time frame. (does not include Batch texts)

Per Day: The number of texts sent during the reporting time frame divided by the number of days worked.

Hrs: Based on the alloted time to perform each action the Hrs calculation tells you how much time each day is spent on that task.

PROFILE VIEWS

UNQ RECYCL TOTALS: This is the number of unique profiles that were viewed and recycled during the reporting time frame.

PER DAY: The number of unique profiles viewed and recycled during the reporting time frame divided by the number of days worked.

HRS: Based on the alloted time to perform each action the Hrs calculation tells you how much time each day is spent on that task. 

OUTBOUND

OUT RECYCLS: This is the number of "live" calls presented to the user from DealerMine i.e. a call that has been pulled from the Call Select Screen.

PER DAY: The number of out recycles during the reporting time frame divided by the number of days worked.

HRS: Based on the alloted time to perform each action the Hrs calculation tells you how much time each day is spent on that task. 

INBOUND

IN RECYCLS: Any customer calling, emailing, or texting the BDC and is locatied by using the customer search Action Button to inquire.

PER DAY: The number of in recycles during the reporting time frame divided by the number of days worked.

HRS: Based on the alloted time to perform each action the Hrs calculation tells you how much time each day is spent on that task. 

CALL SELECT CONTACTS

Maint Calls Available:  The average number of Maintenance Contacts available on the Call Select Screen at the beginning of the day.

Maint Calls Left:  The average number of Maintenance Contacts left on the Call Select Screen at the end of the day.

 **This is a good way to measure the number of outbound maintenance contacts that are being made by your BDC Team. 

 **IF YOU WOULD LIKE TO SEE A VIEW OF EACH DAY SIMPLY DOUBLE CLICK ON THE USER YOU WOULD LIKE TO SEE A MORE INDEPTH VEW OF**

Calculating Productive Hours under Proficiency

Each sections hours, are totaled to give the correct total of productive hours as follows:

• Appts Booked = 0.50

• Emails Sent = 0.02

• Texts Sent = 0.00

• Profile Views = 2.52

• OutBound = 0.32

• InBound = 5.76

When added together we get a daily Productive Hours of 9.11 

Batch Email Statistics:

This section will allow you to see by store how many Batch emails were sent by Contact Type and how many Batch emails are going out by day. 

MA: Maintenance 

CS: CSI

CA: Confirm Appointments

FT: Fetch/Marketing

Videos on reading and interpreting this Report