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21 Cards in this Set

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the amount of information that can pass through a system in a given amount of time. associated with bandwidth or transmission speeds such as kilobits per second
throughput
the speed at which a system can proces a transaction
transaction speed
usually measured inversely as down time, or the average amount of time a system is down and unavailable to end users and customers. does not include regularly scheduled maintence
system availability
average time to respond to a user generated event, such as a request for a report, a moust click, and so on
response time
how well a system can adapt to increased demands. this is more of a conceptual metric that assesses your ability to upgrade the implemented infrastructure at minimal cost and service interruption
scalability
a measure of success of your web and e business initiatives
web centric metric
common web centric metrics
unique visitors, total hits, page exposures, converstion rate, click through, cost per thousand (CPM) abandoned registrations, abandoned shopping carts
the number of unique visitors to your sites in a given time. used commonly by nielsen/net ratings to rank the most popular web sites.
unique visitors
numver of visits to your website, many of which may be by the same visitor
total hits
average number of page exposures to an invidividual visitor
page exposures
percentage of potential customers who visit your site who actually buy something
conversion rate
count of the number of people who visit a site, click on an ad, and are taken to the site of the advertiser.
click through
sales dollars generated perdollar of advertising. commonly used to make the case for spending money to appear on a search engine.
cost per thousand (CPM)
number of visitors who start the process of completing a registration page and then abandon the activity.
abandoned registrations
the number of visitors who create a shopping car and start shopping then abandon the activity before paying for the merchandise
abandoned shopping carts
meausre the success of call center efforts
call center metrics
typical call center metrics include
abandon rate, average speed to answer (ASA) time service factor (TSF), first call resolution (FCR)
the percentage number of callers who hang up while waiting for their call to be answered.
abandon rate
the average time, usually in seconds, that it takes for a call to be answered by an actual person
average speed to answer (Asa)
the percentage of calls answered within a specific time frame, such as 30 or 90 seconds
time service factor
the percentage of calls that can be resolved without having to call back
first call resolution (FCR)