Templates > General Services > Service Management > Call Center > Call Center Cockpit

Presentation

This dashboard page shows an overview of your Call Center performance.

It is composed of six main sections:

• Total Incoming Calls
• Total Abandoned Calls
• Total Answered Calls
• Nb of Callers
• Weekly Overview
• Daily Overview

Incoming Calls

Get an overview of your Incoming Calls with the following KPIs:

• Total Incoming Calls
• Incoming Calls per Agent

Abandoned Calls

Get an overview of your Incoming Calls with the following KPIs:

• Abandoned Calls %
• Avg Wait Time until Abandon

Answered Calls

Get an overview of your Answered Calls with the following KPIs:

• Avg Talk Time​​​​​​​
• Avg Wait Time until Answer​​​​​​​
• Nb of Agents​​​​​​​
• Answered Calls per Agent​​​​​​​

Callers

Get an overview of your Callers with the following KPIs:

• Nb of Callers​​​​​​​
• Calls per Caller​​​​​​​

Weekly Overview

Visualize the following KPIs per day of week:

• Average Incoming Calls
• Abandoned Calls %​​​​​​​
• Avg Wait Time​​​​​​​

Daily Overview

Visualize the following KPIs per hour:

• Average Incoming Calls
• Abandoned Calls %​​​​​​​
• Avg Wait Time​​​​​​​

Select Current Period

'Current Month' and 'Current Year' selectors allow you to easily select what is the period (month and year) you want to analyze.

Select Performance Scope

'Performance Scope' selector allows you to easily switch from one type of Performance Analysis to another.

Just pick-up what you want to analyze:

There are five types of Performance Analysis available:

• Current Month vs Previous Month (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Nov-2016)
• Current Month vs Same Month, Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Oct-2017)
• Current Month: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual Nov-2017 vs Target Nov-2017)
• Year-to-Date: Current Year vs Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze YTD Nov-2017 vs YTD Nov-2016)
• Year-to-Date: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual YTD Nov-2017 vs Target YTD Nov-2017)

Note: 'Current Month: Actual vs Target' and 'Year-to-Date: Actual vs Target' are only available in the list if at least one of your KPIs is defined as having a related Target.

Filter your data

This data visualization comes with four top filters:

In your Call Center dashboard, you will be able to filter on:

How to read a KPI Card

This DataViz shows the performance of a given KPI.

It combines three components.

• In the foreground, you can see the KPI name, its value and a symbol that indicates whether the KPI is above or under the reference (the reference is defined by the chosen value in the Performance Scope selector). This first component is colored depending on the evaluation.
• In the background, an area chart shows the monthly evolution of the KPI across the last 24 months based on the selected period.
• Below the chart, the variance in % vs the reference is displayed.