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21 Cards in this Set
- Front
- Back
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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
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throughput
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the speed at which a system can proces a transaction
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transaction speed
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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
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system availability
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average time to respond to a user generated event, such as a request for a report, a moust click, and so on
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response time
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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
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scalability
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a measure of success of your web and e business initiatives
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web centric metric
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common web centric metrics
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unique visitors, total hits, page exposures, converstion rate, click through, cost per thousand (CPM) abandoned registrations, abandoned shopping carts
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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.
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unique visitors
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numver of visits to your website, many of which may be by the same visitor
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total hits
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average number of page exposures to an invidividual visitor
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page exposures
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percentage of potential customers who visit your site who actually buy something
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conversion rate
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count of the number of people who visit a site, click on an ad, and are taken to the site of the advertiser.
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click through
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sales dollars generated perdollar of advertising. commonly used to make the case for spending money to appear on a search engine.
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cost per thousand (CPM)
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number of visitors who start the process of completing a registration page and then abandon the activity.
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abandoned registrations
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the number of visitors who create a shopping car and start shopping then abandon the activity before paying for the merchandise
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abandoned shopping carts
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meausre the success of call center efforts
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call center metrics
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typical call center metrics include
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abandon rate, average speed to answer (ASA) time service factor (TSF), first call resolution (FCR)
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the percentage number of callers who hang up while waiting for their call to be answered.
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abandon rate
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the average time, usually in seconds, that it takes for a call to be answered by an actual person
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average speed to answer (Asa)
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the percentage of calls answered within a specific time frame, such as 30 or 90 seconds
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time service factor
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the percentage of calls that can be resolved without having to call back
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first call resolution (FCR)
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