View source for Communications Centre Usage

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= Communications Centre Usage =

'''Tools → Communications Centre Usage''' is an ISSL/system-wide adoption report. It is designed to answer a different question from ordinary message volume: are agencies and staff actually using the Communications Centre after messages arrive?

== What it measures ==

The dashboard includes measures such as:

* agencies active in the last 7 and 30 days;
* staff active in the last 30 days;
* inbound communications received;
* staff actions/replies;
* 30-day adoption percentage;
* agencies receiving communications but showing no staff use;
* enquiry response rate;
* average first response time;
* Communications Centre page opens;
* Customer Portal reads;
* usage by agency, staff member and communication channel.

Automatic portal imports do not count as staff use.

== What counts as active use ==

Examples include a staff member opening the Communications Centre or an enquiry/conversation, changing an enquiry, replying through the Customer Portal, or reading a Customer Portal message.

Actual page-open tracking begins from installation of the usage tracker. Earlier activity can still be inferred from existing actions, replies and portal-read records, so historical totals should be interpreted accordingly.

== Why use it ==

The report helps identify agencies that are receiving genuine enquiries but not acting in the Communications Centre. That can indicate a training/adoption problem rather than an integration problem.

Use the channel breakdown to separate a quiet source from a source that is receiving leads but not being worked.

[[Category:Tools]]
[[Category:Communications Centre]]