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). 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).
Data for 2021 are not published by the data controller.
Data for 2022 contain indicators for January-June and do not contain information on some companies.
| Name | Format | Size | Count of rows | Date updated | |
|---|---|---|---|---|---|
| 2022_06_30_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv | UK CSV | 19.12 KB | 169 | Oct. 29, 2022, 3:21 p.m. | Download |
| 2022_06_30_uk_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx | UK XLSX | 14.21 KB | 169 | Oct. 29, 2022, 3:21 p.m. | Download |
| 2022_06_30_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.csv | EN CSV | 15.84 KB | 169 | Oct. 29, 2022, 3:23 p.m. | Download |
| 2022_06_30_en_pokaznyky_yakosti_posluh_kol_tsentr_osr.xlsx | EN XLSX | 13.75 KB | 169 | Oct. 29, 2022, 3:23 p.m. | Download |
| 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 |