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

Screen ID:

Screen Title:

Panel Number:

LAHSTAT-02

Online Banking/Mobile Web Summary Stats

Text Banking Summary Stats

Audio Response Summary Stats

4574

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

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

Note on data collection of Mobile App statistics: Because this dashboard now uses data for Mobile App not Mobile Web, you may first see a shift in your data numbers around the month of October 2021. Additionally, the date your credit union transitioned to the updated It's Me 247 around that time period can also affect the time of the data shift. (This ranged around the last quarter of 2021.)

Before October 2021, Mobile App number includes both mobile apps and mobile browser logins.
After October 2021, Mobile App number is only recording logins that occur via an app. Currently, all browser logins are recorded as 'online banking' logins.

Screen Overview

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

Online/Mobile App - shows statistics for online banking and Mobile App Banking. Use this dashboard to gauge member participation in online and Mobile App banking. See above for note on data collection of Mobile App statistics.
Text – shows statistics for Mobile Text Banking
Audio Response – shows statistics for CU*Talk audio response banking

Online Banking/Mobile App Summary Stats Dashboard

See above for note on data collection of Mobile App statistics.

This dashboard allows you to view usage statistics to gauge member participation in online and Mobile App 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 App Summary Stats Dashboard

See above for note on data collection of Mobile App statistics.

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 app	The total number of members that used mobile app 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 app banking ÷ number of CU members
% of members using mobile app	Calculation: Number of members using mobile app 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 app logons	The total number of logons to mobile app 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 app banking logons ÷ number of days in month
Average logons entire membership	Calculation: Total online and/or mobile app banking logons ÷ number of CU members
Average logons among online users	Calculation: Total online and/or mobile app banking logons ÷ number of members using online and/or mobile app banking
Heavy Users/Abusers
Most logons by a single member	The highest number of logons to online banking and/or mobile app 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 app 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.

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 CUTalk audio response system during the month (for all members using CUTalk)
# 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 CUTalk calls ÷ number of calls made to CUTalk
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 CUTalk minutes ÷ number of CU members using CUTalk
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 CUTalk calls ÷ number of members using CUTalk
Member usage 0-10 minutes	The total number of members that spent 0-10 minutes on CUTalk 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 CUTalk 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."