LinPack-for-Tableau - DataViz Gallery - Call Center Seasonality Analysis

dashboard page template for tableau on General Services Service Management Call Center Call Center Seasonality Analysis data visualization dataviz

Call Center Adhoc Analysis

Presentation

This dashboard helps you to identify Seasonality Effect on your Call Center activity.

Let the heat map color coding guides you in your analysis and quickly identify seasonal behaviors.

Discover more by reading in three dimensions ! On a single page dashboard, you will able to master not only the combination of time dimensions but also the trend of each of the selected time dimension with bar chart on the top and at the right side of the central heat map table.

Switch among a list of nine time dimensions combinations and chose the one that fits your need the most.

Analyze the seasonality at all levels of details

Any of your KPIs can be analyzed through a choice of nine combination of time dimensions:

The First Time Dimension goes to the line and the Second Time Dimension goes to the column.

Year x Quarter
Year x Month
Year x Week
Year x Day of Year
Month x Day of Month
Month x Hour
Week x Day of Week
Week x Hour
Day of Week x Hour

Availability of combination depends on your data's level of granularity.

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:

Total Incoming Calls Total number of incoming calls
Total Abandoned Calls Total number of abandoned calls
Abandoned Calls % Share of abandonned calls compared to all incoming calls
Avg Wait Time Average Call Wait Time in seconds
Avg Wait Time until Answer Average Answered Call Wait Time in seconds
Avg Wait Time until Abandon Average Abandoned Call Wait Time in seconds
Avg Talk Time Average Call Talk Time in seconds
Nb of Agents Nb of Agents
Incoming Calls per Agent Number of incoming calls per Agent
Answered Calls per Agent Number of answered calls per Agent
Nb of Callers Nb of Callers
Calls per Caller Number of calls per Caller
Nb of Customers Nb of Customers
Calls per Customer Number of calls per Customer
Total Answered Calls Total number of answered calls
Answered Calls % Share of answered calls compared to all incoming calls
Nb of Weeks Total number of weeks
Incoming Calls (Weekly) Average number of incoming calls per week
Nb of Days Total number ofdays
Incoming Calls (Daily) Average number of incoming calls per day
(+ any KPI you want to add to your Call Center dashboard)

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

Other DataViz in "Call Center" Pack

Home

Call Center Home

Get a Home Page for your Call Center dashboard

Cockpit

Call Center Cockpit

Get the big picture on the performance of your Call Center performance: How many incoming calls do we handle? How many calls were abandoned? How long do callers wait before hanging up? How many incoming calls do we handle per day on average? How many calls were answered? How long do callers wait before having their call answered?