Registro de Indicadores de Calidad de Gestión Comercial

CGE

Eficiencia del Oportunidad del Indicador del nivel

Nombre Tipo de Servicio comercial Eficacia del Servicio Servicio Comercial Tiempo Medio de de Reclamos, Indicador de Boletas Indicador de Boletas Emisión de boletas Emisión de boletas sin % Pagos bien
Empresa Mes del dato requerimiento (con respuesta comercial (con respuesta Resolución Consultas y emitidas sin lecturas emitidas sin sin error de lectura errores distintos al de imputados
/Ingresos) (% No escala a SEC) hasta en 30días) Solicitudes estimadas consumos estimados lectura
INR=RR/NC

CGE Apr-21 Reclamo 100% 99.5% 100% 4 2.88% 100% 90% 100% 99% 100%
CGE Apr-21 Consulta 100% 100.0% 100% 0 95% 100% 90% 100% 99% 100%
CGE Apr-21 Solicitud 80% 99.8% 82% 20 0.6% 100% 90% 100% 99% 100%
CGE May-21 Reclamo 100% 99.4% 100% 4 2.93% 100% 93% 100% 99% 100%
CGE May-21 Consulta 100% 100.0% 100% 0 95% 100% 93% 100% 99% 100%
CGE May-21 Solicitud 84% 99.8% 83% 18 0.6% 100% 93% 100% 99% 100%
CGE Jun-21 Reclamo 101% 99.5% 100% 4 2.94% 100% 93% 100% 99% 100%
CGE Jun-21 Consulta 100% 100.0% 100% 0 93% 100% 93% 100% 99% 100%
CGE Jun-21 Solicitud 87% 99.9% 83% 18 0.6% 100% 93% 100% 99% 100%
CGE Jul-21 Reclamo 101% 99.4% 100% 4 2.67% 100% 93% 100% 99% 100%
CGE Jul-21 Consulta 100% 100.0% 100% 0 90% 100% 93% 100% 99% 100%
CGE Jul-21 Solicitud 88% 99.9% 83% 18 0.6% 100% 93% 100% 99% 100%
CGE Aug-21 Reclamo 102% 99.4% 100% 4 2.59% 100% 93% 100% 99% 100%
CGE Aug-21 Consulta 100% 100.0% 100% 0 88% 100% 93% 100% 99% 100%
CGE Aug-21 Solicitud 87% 99.9% 83% 18 0.6% 100% 93% 100% 99% 100%
CGE Sep-21 Reclamo 101% 99.4% 100% 4 2.58% 100% 93% 100% 99% 100%
CGE Sep-21 Consulta 100% 100.0% 100% 0 86% 100% 93% 100% 99% 100%
CGE Sep-21 Solicitud 86% 99.9% 83% 18 0.6% 100% 93% 100% 99% 100%
CGE Oct-21 Reclamo 101% 99.4% 100% 3 2.62% 100% 92% 100% 99% 100%
CGE Oct-21 Consulta 100% 100.0% 100% 0 87% 100% 92% 100% 99% 100%
CGE Oct-21 Solicitud 86% 99.9% 83% 18 0.6% 100% 92% 100% 99% 100%
CGE Nov-21 Reclamo 100% 99.8% 100% 2 2.82% 100% 95% 100% 99% 100%
CGE Nov-21 Consulta 100% 100.0% 100% 0 84% 100% 96% 100% 100% 100%
CGE Nov-21 Solicitud 82% 99.9% 87% 11 0.6% 100% 96% 100% 100% 100%
CGE Dec-21 Reclamo 100% 99.8% 100% 2 2.88% 100% 95% 100% 100% 100%
CGE Dec-21 Consulta 100% 100.0% 100% 0 85% 100% 95% 100% 100% 100%
CGE Dec-21 Solicitud 83% 99.9% 87% 11 0.6% 100% 95% 100% 100% 100%
CGE Jan-22 Reclamo 102% 99.7% 100% 2 2.8% 100% 95% 100% 100% 100%
CGE Jan-22 Consulta 100% 100.0% 100% 0 85.7% 100% 96% 100% 100% 100%
CGE Jan-22 Solicitud 86% 99.8% 88% 10 0.6% 100% 96% 100% 100% 100%
CGE Feb-22 Reclamo 100% 99.7% 100% 2 2.8% 100% 95% 100% 100% 100%
CGE Feb-22 Consulta 100% 100.0% 100% 0 86.6% 100% 96% 100% 100% 100%
CGE Feb-22 Solicitud 86% 99.9% 89% 10 0.6% 100% 96% 100% 100% 100%
CGE Apr-22 Reclamo 100% 99.7% 100% 2 2.7% 100% 96% 100% 100% 100%
CGE Apr-22 Consulta 100% 100.0% 100% 0 87.0% 100% 96% 100% 100% 100%
CGE Apr-22 Solicitud 86% 99.9% 91% 9 0.6% 100% 96% 100% 100% 100%
CGE May-22 Reclamo 100% 99.7% 100% 2 2.9% 100% 96% 100% 100% 100%
CGE May-22 Consulta 100% 100.0% 100% 0 88.7% 100% 96% 100% 100% 100%
CGE May-22 Solicitud 90% 99.9% 91% 8 0.6% 100% 96% 100% 100% 100%
CGE Jun-22 Reclamo 100% 99.7% 100% 2 3.0% 100% 96% 100% 100% 100%
CGE Jun-22 Consulta 100% 100.0% 100% 0 88.4% 100% 96% 100% 100% 100%
CGE Jun-22 Solicitud 101% 99.9% 92% 7 0.7% 100% 96% 100% 100% 100%
CGE Jul-22 Reclamo 100% 99.7% 100% 2 3.0% 100% 96% 100% 100% 100%
CGE Jul-22 Consulta 100% 100.0% 100% 0 89.5% 100% 96% 100% 100% 100%
CGE Jul-22 Solicitud 98% 99.9% 92% 8 0.7% 100% 96% 100% 100% 100%
CGE Aug-22 Reclamo 100% 99.7% 100% 2 2.8% 100% 96% 100% 99% 100%
CGE Aug-22 Consulta 100% 100.0% 100% 0 90.3% 100% 96% 100% 100% 100%
CGE Aug-22 Solicitud 93% 99.9% 92% 8 0.7% 100% 96% 100% 100% 100%
CGE Sep-22 Reclamo 99% 99.7% 100% 2 2.7% 100% 96% 100% 100% 100%
CGE Sep-22 Consulta 100% 100.0% 100% 0 89.2% 100% 96% 100% 100% 100%
CGE Sep-22 Solicitud 99% 99.9% 92% 8 0.7% 100% 96% 100% 100% 100%
CGE Oct-22 Reclamo 99% 99.7% 100% 2 2.9% 100% 96% 100% 100% 100%
CGE Oct-22 Consulta 100% 100.0% 100% 0 90.9% 100% 96% 100% 100% 100%
CGE Oct-22 Solicitud 98% 99.9% 92% 8 0.7% 100% 96% 100% 100% 100%
CGE Nov-22 Reclamo 99% 99.7% 100% 2 3.0% 100% 96% 100% 99% 100%
CGE Nov-22 Consulta 100% 100.0% 100% 0 91.8% 100% 96% 100% 99% 100%
CGE Nov-22 Solicitud 96% 99.9% 91% 8 0.7% 100% 96% 100% 99% 100%
CGE Dec-22 Reclamo 99% 99.7% 100% 2 3.1% 100% 96% 100% 99% 100%
CGE Dec-22 Consulta 100% 100.0% 100% 0 92.1% 100% 96% 100% 99% 100%
CGE Dec-22 Solicitud 94% 99.9% 91% 9 0.7% 100% 96% 100% 99% 100%
CGE Jan-23 Reclamo 100% 99.7% 100% 2 3.1% 100% 96% 100% 100% 100%
CGE Jan-23 Consulta 100% 100.0% 100% 0 92.8% 100% 96% 100% 100% 100%
CGE Jan-23 Solicitud 96% 99.9% 91% 9 0.7% 100% 96% 100% 100% 100%
CGE Feb-23 Reclamo 99% 99.7% 100% 2 3.1% 100% 96% 100% 99% 100%
CGE Feb-23 Consulta 100% 100.0% 100% 0 93.4% 100% 96% 100% 99% 100%
CGE Feb-23 Solicitud 93% 99.9% 90% 9 0.7% 100% 96% 100% 99% 100%
CGE Mar-23 Reclamo 98% 100% 100% 2 3% 100% 96% 100% 99% 100%
CGE Mar-23 Consulta 100% 100% 100% 0 94% 100% 96% 100% 99% 100%
CGE Mar-23 Solicitud 92% 100% 90% 9 1% 100% 96% 100% 99% 100%
 Centro de Atención de LLamad

Código Nombre Período Llamadas Llamadas Llamadas

Atendidas en Desistidas en
Empresa Empresa (star) Recibidas IVR IVR

(NLLR) (NRIVR) (NDIVR)

18 CGE Apr-21 288,986 140,048 0
18 CGE May-21 310,449 143,296 0
18 CGE Jun-21 331,759 159,083 0
18 CGE Jul-21 426,258 204,443 0
18 CGE Aug-21 356,959 171,622 0
18 CGE Sep-21 392,375 189,460 0
18 CGE Oct-21 304,809 145,232 0
18 CGE Dec-21 237,718 120,038 0
18 CGE Jan-22 253,170 129,247 0
18 CGE Feb-22 281,924 141,118 0
18 CGE Mar-22 297,559 149,781 0
18 CGE Apr-22 277,600 136,933 0
18 CGE May-22 432,033 222,842 0
18 CGE Jun-22 424,467 213,495 0
18 CGE Jul-22 435,535 220,598 0
18 CGE Aug-22 539,738 269,012 0
18 CGE Sep-22 371,532 184,540 0
18 CGE Oct-22 298,558 146,731 0
18 CGE Nov-22 322,981 169,702 0
18 CGE Dec-22 330,912 184,208 0
18 CGE Jan-23 340,442 196,984 0
18 CGE Feb-23 329,629 181,856 0
18 CGE Mar-23 305,184 171,109 0
18 CGE Apr-23 309,073 162,439 0
entro de Atención de LLamadas
CGE S.A

Llamadas - Tasa de Ocupación de Tiempo

Llamadas Cursadas por Llamadas Líneas (OC ) Tiempo Promedio de
Atendidas por - Número de Eventos de Promedio de
Ejecutivo Gestión de Perdidas Saturación Espera (seg) Conversación
Abandono (seg )
del Mes
(NREJC) (NGA) (LLP %) [%] [#] (TPE) (TPC)
131,965 15,762 0.4 0.885 0 33 368
162,092 4,036 0.3 0.886 0 31 378
164,522 7,020 0.3 0.884 0 29 308
214,943 5,600 0.3 0.882 0 26 267
179,879 4,656 0.2 0.885 0 11 258
195,346 6,503 0.3 0.883 0 10 268
156,741 2,214 0.2 0.881 0 10 263
115,897 1,659 0.1 0.878 0 12 264
121,581 1,940 0.2 0.882 0 11 254
136,009 4,192 0.2 0.878 0 10 267
138,946 7,914 0.3 0.879 0 13 250
138,868 1,404 0.1 0.865 0 9 258
192,867 14,704 0.4 0.925 0 28 256
194,987 14,728 0.3 0.890 0 29 268
211,192 2,967 0.2 0.879 0 24 258
260,691 6,356 0.7 0.910 0 32 250
182,862 3,314 0.2 0.893 0 24 273
148,157 3,133 0.2 0.894 0 26 251
142,734 9,200 0.4 0.889 0 31 262
142,830 2,911 0.3 0.876 0 25 270
139,569 2,927 0.3 0.886 0 22 272
144,766 1,959 0.3 0.899 0 28 288
131,892 1,399 0.3 0.870 0 26 282
143,415 2,114 0.4 0.885 0 25 288
Mes de datos

Mar-21
Apr-21
May-21
Jun-21
Jul-21
Aug-21
Sep-21
Nov-21
Dec-21
Jan-22
Feb-22
Mar-22
Apr-22
May-22
Jun-22
Jul-22
Aug-22
Sep-22
Oct-22
Nov-22
Dec-22
Jan-23
Feb-23
Mar-23