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<br />203193300.19 C-3 <br /> <br />8) Customer Service Reporting: <br />• Number of calls and emails, with total and broken down by classification; <br />• Average time to answer call; <br />• Average time of call; <br />• Number of refunds and amount given per month; and <br />• Upon call center software availability, number of calls of different types of issues, and average <br />length of call. <br />9) Customer Outreach: <br />• Web site analytics. <br />10) Financial Summary: <br />• Fees assessed to bike share users due to lost or damaged bicycles; <br />• Revenue generated from subscriptions, by subscription type; <br />• Revenue generated from usage fees, by subscription type; and <br />• Revenue generated from other sources, including Advertising and Sponsorships. <br />11) Compliance with KPIs: <br />• Recorded Bicycle Fleet Level for each day as recorded between the hours of 11:00 AM and 3:00 <br />PM. <br /> <br />