Why Your Members Call Dashboard

Screen ID: 

IWRAP-01
Screen Title:

Why Your Members Call

Panel ID: 6644
Tool Number: 1315
    Click here to magnify

Access this screen by selecting Tool #1315 Why Your Members Call from the CU*BASE home page and selecting your dashboard filter criteria.

This dashboard gives insight into who is calling your credit union and why. The filters let you select what data you want to examine, as well as a summation of your calls. Want to know the reason members are calling? This dashboard is your data answer.  Answer questions: What groups of members are calling specifically for online banking questions? What are your members between the ages of 20-30 calling about? Why do people call on Tuesdays?

For call center and branch managers, this dashboard gives you understanding of your staff. Which staffer takes the most calls? Which staffer has the highest call resolution? Who takes the longest on member calls? The wealth of data can help you build an all-star call center team.

Before Using This Dashboard

As an important note, in order to generate data in this dashboard, you must have Phone Op Wrap-up Codes turned on in Tool #267 Configure Phone Op Wrap-up Codes as well as the proper workflow controls in Tool #1005 Workflow Controls: Teller/Member Service setup. Not using wrap-up codes currently? Contact the Xtend or Client Services and Education team to create effective wrap-up codes to utilize the full benefit of this dashboard! Contact info@xtend.com for more information on how to get started.

Using this Dashboard

The dashboard helpfully allows further manipulation of the filter criteria selected on the previous screen to allow a better drill down process without returning to adjust the filters.

  • Review averages and totals for call times and account totals along the bottom of the screen.

  • Sort by any header with an underlined border.

  • To select a specific member and review their account, highlight the entry and select Member Inquiry.

  • To view all call information in the selected filter criteria for a specific member, highlight the entry and select Isolate Member.

  • To view all call information in the selected filter criteria for a specific employee, highlight the entry and select Isolate Employee.

  • To view all the dashboard entries again, select Reload All (F17) to "reset" the dashboard to the original filter criteria.

 

Table Descriptions

Column

Description

Multi Select Column One:

This first column is versatile and will show whichever information is selected in the Select Data to View (F8) screen. Choices are the following:

  • Account Base

  • Gender

  • Member Age

  • Member Name

  • Member Branch

  • Member Designation

  • Length of Membership

  • Tiered Level

  • Transaction Time

  • Call Type Code

  • Program Code

  • Employee Name

  • Call Count

  • Day of Week

Call Type Description

These descriptions are configured in  Tool #267 Configure Phone Op Wrap-up Codes.

Primary Subject Description

These descriptions are configured in  Tool #267 Configure Phone Op Wrap-up Codes.

Empl ID

The employee's ID.

Date

The date of the call.

Wrap Up Duration

The duration of the call from the time the account was accessed until the wrap-up code was entered and the user exited the member's account.

Trk Crt

This field lists whether or not a tracker was created for the call.

Curr Total Savings

The total of the member's current shares accounts.

This number represents the member's aggregate balance as of today - these data points are not stored in CU*BASE and are instead calculated on-demand using the MEMBERx files.

Curr Total Loans

The total of the member's current loan accounts.

This number represents the member's aggregate balance as of today - these data points are not stored in CU*BASE and are instead calculated on-demand using the MEMBERx files

 

Buttons

Button

Description

Common Bonds (F6)

Use this link to launch the Common Bonds informational screens.

Select Data to View (F8)

Use this button to alternate the view of the first column of the dashboard. See above for column choices.

Member Connect (F10)

Use this button to launch the Member Connect program to create a file to be used to contact members in various ways.

Analysis (F16)

The Analysis feature performs further analysis and rankings of member calls. Use this button to view total calls, averages, and employee ranking information.

Reload All (F17)

After using the isolate features, select this function to return to the original filter criteria.

Data Sources (F19)

The Data Sources screen displays the Tables (files) and Columns (fields) that are used to generate the data on the selected dashboard.

Export (F9)

Use this feature to create member account numbers for Member Connect, or export the complete dashboard list for query or download.