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

 

Presentation

This dashboard page shows the evolution of any of your Call Center KPIs.

For any selected KPI, three visualizations are available:

  • Overall evolution of your KPI
  • Year-over-year
  • Yearly evolution

 

Overall evolution of your KPI

Select one KPI and visualize how it evolves across months:

  • The area shows the monthly evolution of your KPI over the selected period of time
  • The colored line at the top of the area represents the growth % vs previous period

 

Year over year 

Monthly evolution of the KPI you selected, one line per year. This DataViz highlights periodicity in your business.

 

Yearly evolution

One row per year, it shows the monthly evolution of your KPI. This DataViz allows you to easily see the relative values of one month across years.

 

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:

 

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 that allows to focus on what really matters.

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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