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Resources Quality indicators of services provided by DSOs call centers

Quality indicators of services provided by DSOs call centers

Information about the quality of processing customer calls by the call centers of the Distribution System Operators (DSO, annual data). Key indicators: number of incoming calls, share of lost calls, level of service within 30 seconds, time in the call queue, and the number of calls handled by one operator (per shift).

Update date June 14, 2024, 6:51 p.m. Annually
Data for period 01.01.2015 - 31.12.2023
Organizations
NEURC
Sources
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Field Name Description
date_start Date start

-
date_end Date end

-
year Year

-
company_name Company name

-
company_code USREOU code

Unified state register of enterprises and organizations of Ukraine code
number_total Number of income calls

Number of income calls answered by the operator, units
service_level_30 Service level during 30 seconds, %

%
service_level_60 Service level during 60 seconds, %

%
number_loss_perc Percentage of lost calls, %

Excluding lost calls in IVR (Interactive voice response),%
queue_time Average time in the call queue, sec

sec
number_average Average number of calls

Average number of calls processed by one operator per shift, units
Field
Name
date_start
Date start
Description

-

Field
Name
date_end
Date end
Description

-

Field
Name
year
Year
Description

-

Field
Name
company_name
Company name
Description

-

Field
Name
company_code
USREOU code
Description

Unified state register of enterprises and organizations of Ukraine code

Field
Name
number_total
Number of income calls
Description

Number of income calls answered by the operator, units

Field
Name
service_level_30
Service level during 30 seconds, %
Description

%

Field
Name
service_level_60
Service level during 60 seconds, %
Description

%

Field
Name
number_loss_perc
Percentage of lost calls, %
Description

Excluding lost calls in IVR (Interactive voice response),%

Field
Name
queue_time
Average time in the call queue, sec
Description

sec

Field
Name
number_average
Average number of calls
Description

Average number of calls processed by one operator per shift, units

2023_12_31_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv
Name: 2023_12_31_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv
Format: UK CSV
Size: 26.72 KB
Count of rows: 229
Date updated: June 14, 2024, 6:50 p.m.
2023_12_31_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx
Name: 2023_12_31_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx
Format: UK XLSX
Size: 18.16 KB
Count of rows: 229
Date updated: June 14, 2024, 6:50 p.m.
2023_12_31_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv
Name: 2023_12_31_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv
Format: EN CSV
Size: 22.22 KB
Count of rows: 229
Date updated: June 14, 2024, 6:51 p.m.
2023_12_31_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx
Name: 2023_12_31_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx
Format: EN XLSX
Size: 17.59 KB
Count of rows: 229
Date updated: June 14, 2024, 6:51 p.m.
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2023_12_31_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv UK CSV 26.72 KB 229 June 14, 2024, 6:50 p.m. Download
2023_12_31_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx UK XLSX 18.16 KB 229 June 14, 2024, 6:50 p.m. Download
2023_12_31_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv EN CSV 22.22 KB 229 June 14, 2024, 6:51 p.m. Download
2023_12_31_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx EN XLSX 17.59 KB 229 June 14, 2024, 6:51 p.m. Download