Viewing Summary Statistics for Online/Mobile/Text/Audio Response Banking (2)

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LAHSTAT-02

Online Banking/Mobile Web Summary Stats

Text Banking Summary Stats

Audio Response Summary Stats

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Access the Online Banking/Mobile Web version of this screen after entering dates on the previous screen and pressing Enter or via F11-Online Banking. Access the Text Banking view via F12-Text Banking.  Access the Audio Response view via F13-Audio Response

Helpful Resources

Learn how to view self-service statistics.

Create full-color PDFs of the data on the screen – PDF Exports

Learn about downloading data to Excel or a comma-delimited file

Dashboard Tips – Questions to Ask When Comparing a Dashboard with Another Dashboard or Report

Screen Overview

This screen toggles among three different dashboards (explained below in detail):

To view the

Online Banking/Mobile Web Summary Stats Dashboard

This dashboard allows you to view usage statistics to gauge member participation in online and Mobile Web Banking.

Note: These statistics come from two different kinds of contacts. The first type is when the member starts online banking and ends using the “Logout” feature. This is the most accurate method for judging a member's true usage time.

The second type is when the member starts online banking and ends by closing his or her browser or abandoning the session, without using the “Logout” feature. This contact then includes a “dead time” period between when the member stops using online banking and when the online banking “Time-Out” feature kicks in to end the session.

Field Descriptions for Online Banking/Mobile Web Summary Stats Dashboard

Field Name

Description

# of days in month

The total number of days in the month, used for various calculations within the report

# of cu members

The total number of credit union members at the time when the file was generated, used for various calculations within the report

Penetration by Count

Note: The information below is summarized by member; for example, if a member logs in five times, he or she is only counted once in this total.

# of members using any online channel

The total number of members that used online and/or mobile web banking during the month

# of members using mobile web

The total number of members that used mobile web banking during the month

# of members using online banking only

The total number of members that used online banking during the month

# of members allowing see access

The total number of members that gave another member (joint owner or primary owner on 000-share account) access to view their account information

# of members allowing jump access

The total number of members that gave another member (joint owner or primary owner on 000-share account) access to view and conduct transactions in their account(s)

Penetration by Percentage

Note: The statistics below include all membership accounts; this data is not grouped by SSN. In other words, if the same person has two memberships, this person will be counted as two members.

% of members using any online channel

Calculation: Number of members using online and/or mobile web banking ÷ number of CU members

% of members using mobile web

Calculation: Number of members using mobile web banking ÷ number of CU members

% of members using online banking only

Calculation: Number of members using online banking ÷ number of CU members

Activity

 

Total # of logons, any online channel

The total number of logons to online and/or mobile web banking during the month

# of mobile web logons

The total number of logons to mobile web banking during the month

# of online banking logons

The total number of logons to online banking during the month

Average Usage

 

Average logons per day (any channel)

Calculation: Total online and/or mobile web banking logons ÷ number of days in month

Average logons entire membership

Calculation: Total online and/or mobile web banking logons ÷ number of CU members

Average logons among online users

Calculation: Total online and/or mobile web banking logons ÷ number of members using online and/or mobile web banking

Heavy Users/Abusers

 

Most logons by a single member

The highest number of logons to online banking and/or mobile web by a single member during the month

Most logons member #

The member number for the individual that logged on the most to online banking and/or mobile web during the month

 

For more information about online and Mobile Web Banking, refer to the "Mobile Web Banking" booklet.

 

Text Banking Summary Stats Dashboard

This dashboard allows you to view usage statistics to gauge member participation in Mobile Text Banking.

Filed

Field Descriptions for Text Banking Summary Stats Dashboard

Field Name

Description

# of days in a month

The total number of days in the month, used for various calculations within the report

# of CU members

The total number of credit union members at the time when the file was generated, used for various calculations within the report

Penetration

 

# members enrolled in text banking

The total number of members that enrolled in text banking

# devices enrolled in text banking

The total number of mobile devices (mobile phone, smartphone, etc.) enrolled in text banking

% of total membership using text banking

Calculation: Number of members enrolled in text banking ÷ number of CU members

Activity

 

Total messages (one-way & two-way combined)

The total number of one-way and two-way text messages for the month

Note: A two-way text message (i.e. texting for balance) is counted as one message.

Text messages are broken down in Query by “SMS” (two-way texts, such as when the member texts “BAL” and receives a response) and “TXT” (one-way text alerts, when the member receives a balance e-Alert as a text message).  Learn more here.

Average number text messages per day

Calculation: Total text messages ÷ number of days in month

Average messages per member (total members)

Calculation: Total number of text messages in month ÷ number of CU members

Average messages per member (txt bnk members)

Calculation: Total number of text messages in month ÷ number of CU members enrolled in text banking

Heavy Users/Abusers

 

Most one-way text messages by single member

The highest number of one-way text messages by a single member during the month

Which member?

The account number of the member with the highest number of one-way text messages during the month

Most messages (any type) by a single member

The highest number of either one- or two-way text messages by a single member during the month

Which member?

The account number of the member with the highest number of either one- or two-way text messages during the month

 

For more information about online and Mobile Web Banking, refer to the "Mobile Text Banking" booklet.

Audio Response Summary Stats Dashboard

This dashboard allows you to view usage statistics to gauge member participation in CU*Talk audio response banking.

Field Descriptions for the Audio Response Summary Stats Dashboard

Field Name

Description

# of days in month

The total number of days in the month, used for various calculations within the report

# of CU members

The total number of credit union members at the time when the file was generated, used for various calculations within the report

# of audio calls

The total number of phone calls made to the CU*Talk audio response system during the month

Total audio minutes

The total number of minutes spent on the CU*Talk audio response system during the month (for all members using CU*Talk)

# of audio members

The total number of members that used the CU*Talk audio response system during the month

% of members using audio

Calculation: Number of members that used CU*Talk ÷ number of CU members

# of audio members using Spanish option

The total number of members that used the Spanish option during a call to CU*Talk

# of audio calls using Spanish option

The total number of calls made to CU*Talk that used the Spanish option during the call

Average minutes per call

Calculation: Number of minutes spent on CU*Talk calls ÷ number of calls made to CU*Talk

Average minutes per day

Calculation: Number of minutes spent on CU*Talk calls ÷ number of days in the month

Average minutes by total members

Calculation: Total CU*Talk minutes ÷ number of CU members

Average minutes by audio members

Calculation: Total CU*Talk minutes ÷ number of CU members using CU*Talk

Average calls per day

Calculation: Number of CU*Talk calls ÷ number of days in the month     

Average calls by total members

Calculation: Number of CU*Talk calls ÷ number of CU members

Average calls by audio members

Calculation: Number of CU*Talk calls ÷ number of members using CU*Talk

Member usage 0-10 minutes

The total number of members that spent 0-10 minutes on CU*Talk calls during the month

Note: These member usage statistics are calculated as the total usage by member, not by call. For each member number, the total number of minutes used during the month is added together, and that member is counted in the appropriate category. A member will not be included in more than one category. For example, member John Doe used CU*Talk for a total of 15 minutes during the month, so he is counted in the “10-20 minutes” category. Mary Smith only used CU*Talk for 5 minutes, so she is included in the “0-10 minutes” category.

Member usage 10-20 minutes

The total number of members that spent 10-20 minutes on CU*Talk calls during the month

Member usage 20-30 minutes

The total number of members that spent 20-30 minutes on CU*Talk calls during the month

Member usage 30-60 minutes

The total number of members that spent 30-60 minutes on CU*Talk calls during the month

Member usage over 120 minutes

The total number of members that spent more than 120 minutes on CU*Talk calls during the month

Highest minutes for single member

Highest number of minutes that a single member spent on CU*Talk calls during the month

Highest minutes member #

The account number of the member that spent the highest number of minutes on CU*Talk calls during the month

Most calls by a single member

Highest number of calls that a single member made to CU*Talk during the month

Most calls member #

The account number of the member that made the highest number of calls to CU*Talk during the month

 

For an overview of all It’s Me 247 online banking features, read the booklet, "Overview and Features List - It’s Me 247 Online Banking."

 

Link to ID: https://help.cubase.org/cubase/cubase.htm#LAHSTAT-02.htm