The PRIME GCSS reports monitor performance on the GCSS system. Besides 7 GCSS reports, there are also accompanying GCSS Flat Files and files for Authorization codes.
The GCSS reports, Flat Files and files for Authorization codes are created only for PRIME agreement signatories. They exist for Registered, Exprès combined with Tracked, and Insured.
The GCSS reports are produced monthly, quarterly and yearly.
The GCSS report includes the following information:
- Consolidated report: The Consolidated report contains the Customer Service Response Quality, which is the global PRIME GCSS score of a post. The report also provides a view on the most important metrics in the duration and timeliness reports, as well as some related information.
- Duration report: The duration report focuses on the average duration of workflows, and compares the duration of Level 1, Level 2, escalation and reactivation.
- Timeliness report: The timeliness report indicates both whether inquiries were replied to on time, and whether inquiries and replies were opened on time. Related to this, it reports on the total amount of SUMs that were created.
- Quality and anomalies: The Quality and anomalies report provides a view on the total number of QUM and SUM messages and replies, as well as on the inquiry reply ratings.
- Reason of inquiries: The Reason of inquiries report contains the number of inquiries per type of request.
- Time management report: The Time management report provides a view, per type of request, on time to open, time to reply, and time not used as compared to the target reply time.
- Notification report: The Notification report provides a view on the number of notifications created, how many of these are replied or ignored, and how many resulted in an inquiry. It also reports on the time to open and reply to notifications, as well as the time to open notification replies.