Communications Centre Usage

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.