Dashboard Anual 2025
Filtrar Meses
Aplicar
📊 Resumen Ejecutivo — Dic 2025
NPS
24
↓ -8.5 vs mes anterior
FCR
72%
↓ -1.9 vs mes anterior
AHT
18.8min
↓
-2.1 vs mes anterior
Calidad
70
↓ -1.5 vs mes anterior
📈 Tendencias
NPS Trend
FCR Trend
AHT Trend
Calidad Trend
📋 Análisis por Proceso
| PROCESO | ENE | FEB | MAR | ABR | MAY | JUN | JUL | AGO | SEP | OCT | NOV | DIC |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ATENCION_PREMIUM | 35.1 | 41.9 | 43.4 | 42.3 | 45.0 | 41.2 | 44.1 | 46.5 | 45.9 | 41.3 | 45.4 | 37.3 |
| CAMBIO_INVOLUNTARIO | 1.9 | -6.7 | 2.5 | 4.6 | 9.2 | -10.0 | -4.7 | 7.2 | 21.6 | 13.1 | 20.7 | -11.4 |
| CAMBIO_VOLUNTARIO | 12.0 | 16.0 | 19.4 | 27.6 | 29.8 | 29.6 | 31.1 | 42.4 | 40.6 | 35.8 | 30.4 | 24.6 |
| CANJE | -3.7 | 1.2 | 2.1 | -4.0 | 18.5 | 10.0 | -6.5 | 1.7 | 10.4 | 9.5 | -2.9 | -4.0 |
| CHECK_IN | 26.8 | 43.7 | 47.8 | 29.4 | 30.2 | 46.9 | 35.9 | 41.6 | 48.1 | 43.1 | 49.7 | 33.4 |
| DEVOLUCIONES | 3.4 | 7.3 | 12.4 | 8.6 | 8.9 | 15.2 | 18.5 | 23.2 | 21.0 | 22.3 | 23.2 | 9.6 |
| EQUIPAJE | -28.3 | -1.8 | -13.5 | -18.4 | -28.9 | -37.8 | -9.4 | -18.5 | -22.2 | -50.0 | -25.0 | -44.0 |
| EXCEPCIONES | 49.7 | 44.2 | 45.4 | 56.1 | 55.4 | 51.6 | 52.4 | 56.4 | 57.8 | 53.3 | 51.5 | 51.3 |
| INFORMACION_DE_VIAJE | 35.6 | 39.2 | 26.4 | 25.7 | 54.1 | 46.7 | 49.9 | 49.2 | 52.3 | 49.6 | 54.1 | 45.3 |
| LATAM_PASS | 20.7 | 31.7 | 32.9 | 24.3 | 28.9 | 34.0 | 30.5 | 43.1 | 45.1 | 35.6 | 37.5 | 31.7 |
| LOGIN | 34.7 | 39.8 | 51.6 | 49.8 | 49.7 | 31.6 | 31.6 | 50.2 | 58.1 | 48.4 | 44.1 | 37.6 |
| OTROS | 27.4 | 31.2 | 30.7 | 32.8 | 38.0 | 34.5 | 33.2 | 36.7 | 37.9 | 36.5 | 36.7 | 27.0 |
| OTROS_FFP | -3.9 | 1.3 | 7.3 | 10.7 | -2.0 | 4.4 | 16.6 | 27.0 | 28.5 | 18.6 | 18.8 | 21.1 |
| RECLAMOS | -32.5 | -32.4 | -31.4 | -32.6 | -31.0 | -46.7 | -51.6 | -24.5 | -27.6 | -36.6 | -41.8 | -36.5 |
| SERVICIOS_ESPECIALES | 50.5 | 54.6 | 63.9 | 65.7 | 62.8 | 61.2 | 59.2 | 63.3 | 65.7 | 64.5 | 64.4 | 53.5 |
| SOPORTE | -5.0 | -2.8 | 7.8 | 14.5 | 18.4 | 22.5 | 15.4 | 24.1 | 30.5 | 31.5 | 14.1 | 9.2 |
| TRAVEL_VOUCHER | -9.6 | 56.8 | 19.8 | 4.9 | 36.1 | -55.1 | 3.4 | -6.5 | 27.2 | 14.7 | 24.4 | 8.4 |
| VENTAS | 8.1 | 17.5 | 22.4 | 22.9 | 22.6 | 29.2 | 24.6 | 24.5 | 30.9 | 20.9 | 19.7 | 9.7 |
| VENTAS_ANCILLARIES | 14.5 | 14.0 | 15.2 | 27.2 | 30.2 | 26.8 | 19.4 | 32.6 | 36.0 | 29.7 | 35.3 | 23.0 |
| PROCESO | ENE | FEB | MAR | ABR | MAY | JUN | JUL | AGO | SEP | OCT | NOV | DIC |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ATENCION_PREMIUM | 11.7 | 11.4 | 11.4 | 11.1 | 11.1 | 11.7 | 11.6 | 12.0 | 13.8 | 12.7 | 12.1 | 14.6 |
| CAMBIO_INVOLUNTARIO | 37.8 | 39.6 | 47.9 | 43.4 | 44.2 | 42.1 | 40.7 | 36.2 | 33.4 | 37.8 | 34.8 | 31.7 |
| CAMBIO_VOLUNTARIO | 37.6 | 34.6 | 31.0 | 35.3 | 38.0 | 35.4 | 34.5 | 33.5 | 31.1 | 34.4 | 32.4 | 29.6 |
| CANJE | 52.7 | 51.1 | 50.1 | 57.3 | 59.1 | 63.3 | 60.5 | 53.6 | 49.6 | 40.8 | 39.4 | 33.7 |
| CHECK_IN | 24.9 | 25.0 | 26.5 | 26.9 | 27.7 | 26.9 | 26.2 | 23.0 | 21.3 | 22.4 | 20.2 | 19.7 |
| DEVOLUCIONES | 25.5 | 16.7 | 27.0 | 25.7 | 23.4 | 23.3 | 24.4 | 22.9 | 19.8 | 24.0 | 23.1 | 19.2 |
| EQUIPAJE | 3.9 | 3.8 | 3.7 | 3.6 | 3.1 | 3.0 | 3.7 | 3.4 | 1.9 | 1.8 | 2.4 | 4.0 |
| EXCEPCIONES | 50.1 | 46.8 | 45.0 | 44.1 | 45.4 | 43.1 | 42.8 | 43.6 | 40.5 | 41.1 | 38.0 | 36.0 |
| INFORMACION_DE_VIAJE | 24.9 | 21.4 | 21.0 | 21.9 | 22.9 | 22.1 | 20.2 | 18.3 | 16.2 | 20.4 | 18.6 | 17.0 |
| LATAM_PASS | 5.8 | 6.4 | 6.4 | 6.4 | 6.5 | 6.5 | 6.0 | 5.8 | 4.2 | 3.6 | 3.4 | 6.1 |
| LOGIN | 38.1 | 37.8 | 36.3 | 39.2 | 41.6 | 43.2 | 42.2 | 33.5 | 30.0 | 29.1 | 30.5 | 25.2 |
| OTROS | 9.2 | 9.4 | 9.6 | 8.6 | 8.4 | 8.9 | 8.9 | 8.8 | 8.6 | 8.3 | 8.7 | 11.1 |
| OTROS_FFP | 34.3 | 33.5 | 31.3 | 33.6 | 34.1 | 35.5 | 35.6 | 31.9 | 29.1 | 24.9 | 23.7 | 20.5 |
| RECLAMOS | 35.9 | 32.1 | 32.5 | 34.0 | 35.2 | 37.9 | 41.4 | 41.5 | 35.8 | 35.5 | 32.4 | 29.6 |
| SERVICIOS_ESPECIALES | 32.8 | 31.4 | 30.0 | 30.1 | 31.0 | 33.3 | 33.7 | 31.8 | 30.6 | 31.6 | 31.8 | 29.8 |
| SOPORTE | 26.2 | 27.1 | 27.5 | 24.7 | 23.8 | 26.4 | 24.9 | 23.0 | 20.7 | 20.7 | 20.5 | 23.6 |
| TRAVEL_VOUCHER | 43.0 | 37.8 | 39.6 | 41.7 | 40.6 | 43.0 | 44.4 | 34.0 | 30.6 | 31.4 | 30.3 | 46.9 |
| VENTAS | 34.4 | 33.8 | 36.7 | 38.0 | 38.9 | 39.5 | 38.3 | 34.3 | 32.3 | 31.2 | 30.4 | 27.5 |
| VENTAS_ANCILLARIES | 37.1 | 39.4 | 38.7 | 39.4 | 40.3 | 41.1 | 43.5 | 41.1 | 39.7 | 39.1 | 37.3 | 32.7 |
| PROCESO | ENE | FEB | MAR | ABR | MAY | JUN | JUL | AGO | SEP | OCT | NOV | DIC |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ATENCION_PREMIUM | 50.0 | 50.0 | - | 100.0 | 75.0 | 100.0 | 100.0 | 69.6 | 68.9 | 89.7 | 94.1 | 100.0 |
| CAMBIO_INVOLUNTARIO | 74.7 | 75.8 | 76.4 | 79.0 | 78.5 | 78.8 | 79.7 | 83.7 | 85.7 | 71.0 | 71.6 | 64.9 |
| CAMBIO_VOLUNTARIO | 74.4 | 75.8 | 78.2 | 78.3 | 78.9 | 82.0 | 84.3 | 86.7 | 88.7 | 78.6 | 78.0 | 76.6 |
| CANJE | 75.4 | 68.8 | 69.6 | 72.0 | 75.0 | 74.3 | 69.6 | 72.5 | 76.2 | 70.0 | 68.9 | 67.2 |
| CHECK_IN | 75.5 | 77.7 | 79.2 | 80.0 | 82.0 | 83.4 | 84.9 | 87.9 | 88.6 | 80.1 | 78.7 | 78.7 |
| DEVOLUCIONES | 75.3 | 74.9 | 75.7 | 75.1 | 75.5 | 77.6 | 75.8 | 79.1 | 79.3 | 70.3 | 70.2 | 68.2 |
| EQUIPAJE | - | - | - | - | - | - | - | - | - | - | - | - |
| EXCEPCIONES | 67.8 | 70.6 | 73.1 | 72.4 | 68.4 | 71.7 | 76.3 | 81.2 | 82.8 | 70.3 | 68.8 | 65.7 |
| INFORMACION_DE_VIAJE | 79.9 | 82.5 | 81.9 | 83.1 | 85.0 | 87.0 | 89.4 | 91.0 | 91.9 | 82.4 | 82.6 | 80.7 |
| LATAM_PASS | - | - | - | - | 100.0 | 50.0 | - | - | - | 100.0 | - | - |
| LOGIN | 56.3 | 59.8 | 60.7 | 61.9 | 64.8 | 64.3 | 65.4 | 72.9 | 76.5 | 66.0 | 65.0 | 62.6 |
| OTROS | 73.0 | 80.4 | 66.6 | 95.5 | 70.7 | 77.0 | 73.7 | 78.6 | 81.4 | 85.8 | 95.2 | 76.5 |
| OTROS_FFP | 66.9 | 66.2 | 68.4 | 67.0 | 68.7 | 71.7 | 73.5 | 75.0 | 77.6 | 75.1 | 75.1 | 76.9 |
| RECLAMOS | 53.8 | 52.6 | 50.1 | 51.8 | 52.6 | 53.7 | 51.3 | 52.8 | 55.2 | 47.4 | 50.0 | 53.3 |
| SERVICIOS_ESPECIALES | 78.1 | 84.5 | 86.4 | 86.7 | 87.6 | 88.6 | 89.0 | 90.9 | 91.6 | 86.8 | 86.3 | 83.8 |
| SOPORTE | - | - | - | - | - | - | - | 100.0 | - | - | - | - |
| TRAVEL_VOUCHER | 63.6 | 63.3 | 65.3 | 62.0 | 63.3 | 65.0 | 68.9 | 73.2 | 72.9 | 56.7 | 52.5 | 51.0 |
| VENTAS | 74.2 | 76.8 | 80.9 | 81.7 | 83.3 | 84.7 | 83.3 | 84.5 | 85.6 | 74.2 | 75.0 | 73.6 |
| VENTAS_ANCILLARIES | 64.7 | 73.6 | 75.7 | 75.8 | 76.8 | 78.4 | 79.3 | 80.6 | 82.0 | 74.0 | 74.7 | 74.7 |
| PROCESO | ENE | FEB | MAR | ABR | MAY | JUN | JUL | AGO | SEP | OCT | NOV | DIC |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ATENCION_PREMIUM | - | - | - | - | - | - | - | - | 65.0 | 90.0 | - | - |
| CAMBIO_INVOLUNTARIO | 75.3 | 65.0 | 66.3 | 69.4 | 78.9 | 80.8 | 80.5 | 83.0 | 83.5 | 71.8 | 70.6 | 66.1 |
| CAMBIO_VOLUNTARIO | 78.7 | 69.2 | 70.8 | 76.9 | 83.0 | 85.6 | 84.8 | 85.3 | 85.7 | 77.1 | 74.7 | 74.0 |
| CANJE | 73.4 | 59.3 | 59.5 | 63.6 | 75.2 | 82.2 | 78.8 | 81.8 | 81.8 | 71.2 | 68.4 | 67.6 |
| CHECK_IN | 79.0 | 68.3 | 68.7 | 74.1 | 79.0 | 85.0 | 84.7 | 85.0 | 83.9 | 77.9 | 75.9 | 75.0 |
| DEVOLUCIONES | 77.8 | 67.8 | 69.0 | 73.8 | 81.0 | 85.3 | 82.4 | 83.1 | 82.7 | 73.2 | 71.0 | 69.9 |
| EQUIPAJE | - | - | - | - | - | - | - | - | - | - | - | - |
| EXCEPCIONES | 77.8 | 67.6 | 68.6 | 76.1 | 81.4 | 86.6 | 84.6 | 84.8 | 84.9 | 73.3 | 70.4 | 69.1 |
| INFORMACION_DE_VIAJE | 73.7 | 62.4 | 63.5 | 69.5 | 73.5 | 82.7 | 82.5 | 84.3 | 84.2 | 76.4 | 75.1 | 72.8 |
| LATAM_PASS | - | - | - | - | - | - | 70.0 | 65.0 | - | - | - | - |
| LOGIN | 70.1 | 50.4 | 55.1 | 62.2 | 67.8 | 86.1 | 83.9 | 85.1 | 85.4 | 74.3 | 72.4 | 71.4 |
| OTROS | - | - | - | - | - | 75.0 | - | 76.2 | 88.1 | 89.4 | - | - |
| OTROS_FFP | 63.2 | 51.0 | 52.7 | 57.3 | 61.8 | 62.7 | 67.0 | 79.4 | 79.0 | 63.8 | 60.2 | 59.8 |
| RECLAMOS | 73.7 | 54.4 | 54.4 | 60.1 | 64.5 | 75.6 | 70.6 | 76.6 | 77.8 | 62.1 | 59.6 | 59.9 |
| SERVICIOS_ESPECIALES | 76.6 | 71.1 | 71.2 | 77.1 | 83.2 | 85.5 | 86.2 | 85.8 | 86.2 | 78.2 | 75.6 | 74.7 |
| SOPORTE | - | - | - | - | - | - | - | 90.0 | 65.0 | - | - | - |
| TRAVEL_VOUCHER | 65.3 | 57.5 | 56.4 | 64.7 | 70.4 | 80.3 | 80.2 | 81.3 | 81.4 | 68.7 | 64.1 | 62.6 |
| VENTAS | 76.0 | 65.7 | 66.7 | 74.3 | 79.5 | 84.4 | 82.6 | 83.3 | 83.5 | 73.1 | 71.1 | 70.7 |
| VENTAS_ANCILLARIES | 78.1 | 66.0 | 67.7 | 73.4 | 80.8 | 84.7 | 83.5 | 83.7 | 84.1 | 72.7 | 69.9 | 70.0 |