Appointment Assistant: Metrics Guide
Activity metrics are based on allocations in PSO plan broadcasts.
Planned: The number of activities in the first complete PSO broadcast of a given day (the first plan after the initial load of PSO) with that day as their scheduled start/end date.
Completed: The number of activities which reached the status of completed (which could potentially include activities not originally planned for that day).
Not Completed: The number of activities which were planned for a given day but did not get to completed status on that day.
Expedited: The number of activities which were completed on a given day but were planned for a future date (their allocation start/end date was in the future).
Notification metrics relate to the SMS text messages sent by AA to end-customers.
Initial: Number of notifications sent which were the first contact with the customer for a given activity, e.g. an appointment confirmation if configured.
Follow-up: Number of notifications sent which were not the first contact with a customer for that activity.
Failed: Number of notifications which failed to be sent or delivered to the customer, which includes those for which there was no phone number for and those for which the network reported an error.
Page load metrics relate to visits to the customer-facing AA web app.
First Visit: Number of end-customer visits to the AA app which were the first visit for a given activity.
Refresh: Number of end-customer visits to the AA app which were subsequent visits for a given activity, including page refreshes and clicking the button in the app to update the data.
Portal: Number of visits to the AA app via the contact centre portal. These visits are not counted in the above metrics.
Appointment change metrics relate to end-customers using the AA app to rebook or cancel their appointments.
Rebooks: Number of successful rebooks.
Cancels: Number of successful cancels.