Using the Customer Experience Dashboard

The Analytics Accelerator Framework for Wireless Communication Service Providers solution provides in-depth analytics to help communication service providers evaluate customer experience trends and metrics.

About this task

This task describes how a typical customer experience team member would use the dashboard to evaluate customer trends and metrics, as well as investigate a specific customer complaint. The screen shots shown are for example purposes and will vary depending on your particular implementation.

Procedure

  1. Open the Customer Experience Dashboard for the past week. The metrics for the past week include dropped call rate and unacceptable web experience.Dashboard showing 14% unacceptable, 3.0% dropped call rate, 3.0% rate of customers with more than three dropped calls, 19.0% unacceptable video experience, and 14.0% unacceptable web experience.
  2. Click Icon for the Unacceptable Experience Trend report. to view the Unacceptable Experience Trend report. Line chart showing a negative customer service quality experience trend over a one week period, with a 100% unacceptable overall experience on Monday and Friday, dropping to 0% on the remaining days of the week, with a target of 4.5%.

    The communications service provider has an SLA of 4.5%. The customer experience team member investigates why the SLA went above that level on Monday and Friday. The team member looks at the reports in the menu on the left-hand side of the screen.

  3. Click Icon for the Dropped Calls Trend Overview report. to view the Dropped Calls Trend Overview report.Bar and line chart. The bar chart shows the number of calls; the line chart shows the dropped call rate. Monday and Friday hav the highest number of calls and the highest dropped call rate of 20 and 19.35%, respectively.

    The bar chart shows the number of dropped calls and the line chart shows a corresponding dropped call rate. The report below the chart includes the number of affected customers. The dropped call rate on Monday and Friday was particularly high and may warrant further investigation.

  4. Click through the Icon for the Video Experience report. (Video Experience) and Icon for the Web Experience report. (Web Experience) reports on the left-hand menu.
  5. Click Icon for the Device Data Usage Distribution report. to view the Device Data Usage Distribution report. Bar chart showing Nokia Lumia 920 and BlackBerry Q10 with the highest average volume per user, and Apple iPhone 4 with the highest total volume.

    The bar chart shows the total volume and average volume per user of the top ten devices by average volume per user. The report below the chart includes the number of unique users. The average volume per user of Nokia Luria 920 and BlackBerry Q10 users is particularly high, and the total volume of Apple iPhone 4 users is much higher than any other device.

  6. Click Icon for the Application Data Usage Distribution report. to view the Application Data Usage Distribution report. Bar chart showing Sopcast with the highest average volume per user of 1.9 GB, and Netflix Video with the highest total volume of 10,710.80 GB.

    The bar chart shows the total volume and average volume per user of the top ten applications by average volume per user. The report below the chart includes the number of unique users. The average volume per user of Sopcast is particularly high, and the total volume of Netflix Video users is higher than any other device.

  7. Click Icon for the Single Customer Experience Analysis report. to view the Single Customer Experience Analysis report.Report page showing Single Customer Experience Analysis, including Overall Experience Score (of very good), experience by day of the week, top applications, top cells by calls, and a bar chart showing calls versus dropped calls.

    The report provides a high level overview of a subscriber's activity.

    Same image as step 7 (above), showing an "experience" segmentation pull-down menu.

    The experience section of the report can be filtered to show only a specific type of experience, such as Video Experience.

    Same image as step 7 (above), showing a "Top Cells" pull-down menu.

    The cells section of the report can show either Top Cells by Call (for voice) or Top Cells by Volume (for data).

Parent topic: Using Analytics Accelerator Framework for Wireless Communication Service Providers