D01 Secure Submit

The Secure Submit dashboard summarizes performance of the secure submit process that agents use to submit payment transactions or orders on behalf of customers.

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• CC Location: select one or more customer care locations

Data Items

Submit Payment Success Rate

The percentage of payment submissions that were successfully processed.

Session Count shows the total number of sessions in which agents submitted payment transactions.

Successful Submit Payment

The total number of payment submissions that were successfully processed.

Order Confirm Success Rate

The percentage of orders placed by agents on behalf of customers that were successfully confirmed.

Successful Order Confirm

The number of orders placed by agents on behalf of customers that were successfully confirmed.

SCCL Time Per Call

The per-call average usage time for the secure line.

True Avg ACW shows the average after call work.

SCCL Transfers Per Call

The overall average number of transfers to the secure line, expressed as a ratio (not a percentage).

Transfers to SCCL shows the total number for transfers to the secure line.

Transfers to Escalation

The number of calls transferred to escalation.

Escalation Transfer Rate

The percentage of calls that were transferred to escalation.

Submit Payment Automation

This bar and line graph shows the trend in outcomes for payment submission. The number of successful and unsuccessful submissions are graphed as bars against the numeric scale on the left side of the graph. Success rate of submissions is graphed against the percentage scale on the right side of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, Yearly, or Hourly time units. To change the time unit, make a selection from the Select Period View menu above the graphs, and click Apply.

Order Confirmation Screen

This bar and line graph shows the trend in outcomes for order submission. The number of successful and unsuccessful submissions are graphed as bars against the numeric scale on the left side of the graph. Success rate of submissions is graphed against the percentage scale on the right side of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, Yearly, or Hourly time units. To change the time unit, make a selection from the Select Period View menu above the graphs, and click Apply.