/uploads/packs/000039/CC Top KPIs Evolution W.PNG

 

Presentation

This dashboard page shows the performance of your top Call Center KPIs is evolving.

The following KPIs are displayed:

 

For each KPI, you can visualize:

Upper part:

  • The KPI value for the current month
  • The growth rate vs previous month
  • The growth rate vs same month previous year
  • The monthly evolution over the last 12 months

Lower part:

  • The Year-to-Date value
  • The growth rate vs previous year
  • The Year-to-Date evolution vs previous 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.

 

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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