/uploads/packs/000039/CC Pareto W.PNG

 

Presentation

Perform a Pareto Analysis on any of your Call Center KPIs.

The Pareto Principle (also known as the 80/20 rule) the idea that by doing 20% of the work you can generate 80% of the benefit of doing the entire job.

You can dynamically select the KPI and the Dimension for your Pareto Analysis (see "Select KPI" and "Select Dimension" sections).

 

Select KPI

'Select KPI' selector allows you to easily switch from one KPI to another, so you can analyze your data from any point of view.

The list of available KPIs is defined during the configuration of your dashboard in LinPack.

In your Call Center dashboard, you will be able to select the following KPIs:

 

Select Dimension

'Select Dimension' selector allows you to easily switch from one dimension (analytical axis) to another, so you can analyze your data from any point of view.

The list of available dimensions is defined during the configuration of your dashboard in LinPack.

In your Call Center dashboard, you will be able to select the following dimensions:

  • Call IdCall Unique Identifier
  • Call Date TimeDate Time of the call
  • Abandon Flag"Y" if the call was abandoned
  • CallerPerson who called
  • CustomerCustomer where the caller is working
  • AgentAgent who handled the call

 

Filter on Date

This data visualization comes with a filter on the Date value. This feature enables you to focus on the period you are interested in.

You can filter dates at multiple levels: Day, Week, Month, Quarter or Year.

 

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

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