dashboard page template for tableau on General Services Service Management Call Center Top 4 KPIs Trends (MTD/YTD) data visualization dataviz

 

Presentation

This dashboard page helps you to visualize how the performance of your top four KPIs is evolving.

The available KPIs are the ones you entered in your custom configuration dashboard.

In the upper part and for each KPI, get instant access to:

  • The Month-to-Date value
  • The growth vs previous month
  • The growth vs same month previous year
  • The evolution over the last 12 months

In the lower part and for each KPI, get instant access to:

  • The Year-to-Date value
  • The growth vs Year-to-Date previous year
  • The Year-to-Date evolution since beginning of the year

 

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

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