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Presentation

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

It is composed of six main sections:

 

Incoming Calls

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

 

Abandoned Calls

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

 

Answered Calls

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

 

Callers

Get an overview of your Callers with the following KPIs:

 

Weekly Overview

Visualize the following KPIs per day of week:

 

Daily Overview

Visualize the following KPIs per hour:

 

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:

  • Abandon Flag"Y" if the call was abandoned
  • CallerPerson who called
  • CustomerCustomer where the caller is working
  • AgentAgent who handled the call

 

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.

Other #DataViz in "Call Center" Pack

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Get an overview of your Call Center performance: Incoming Calls, Abandoned Calls, Answered Calls...

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Get a transverse view on your top 6 Call Center KPIs, split by the dimension of your choice

Call Center Top KPIs Evolution

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Visualize how your Call Center KPIs are evolving (Month-to-Date, Year-to-Date)

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Visualize the performance on your top 4 Call Center KPIs, how this performance evolves over time and who contributes to this performance

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Get a better understanding of the performance of your agents

Behavioral Analytics

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Quickly identify seasonality patterns in your Call Center dashboard. You can select any KPI you like, across multiple time level of details.

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Visualize the overall performance of any of your Call Center KPIs: what is the performance, how does this performance evolve, who contributes to this performance

Trends Analytics

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Visualize the evolution of any of your Call Center KPIs: Trends, Performance & Year over Year

Distribution Analytics

Call Center Segmentation Analysis

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Visualize the value of any of your Call Center KPIs, split by the dimension you selected (market share analysis)

Call Center Pareto Analysis

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Perform a Pareto Analysis on any of your Call Center KPIs: the 80/20 rule.

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