Call Id
Call Date Time
Abandon Flag
Caller
Customer
Agent
Wait Time (s)
Talk Time (s)
- Total Incoming Calls
- Total Abandoned Calls
- Abandoned Calls %
- Avg Wait Time (s)
- Avg Wait Time until Answer (s)
- Avg Wait Time until Abandon (s)
- Avg Talk Time (s)
- Nb of Agents
- Incoming Calls per Agent
- Answered Calls per Agent
- Nb of Callers
- Calls per Caller
- Nb of Customers
- Calls per Customer
- Total Answered Calls
- Answered Calls %
- Incoming Calls (Weekly)
- Incoming Calls (Daily)
Detailed presentation of the CALL CENTER dashboard
Your CALL CENTER dashboard will contain 18 KPIs
- Total Incoming CallsTotal number of incoming calls
- Total Abandoned CallsTotal number of abandoned calls
- Abandoned Calls %Share of abandonned calls compared to all incoming calls
- Avg Wait Time (s)Average Call Wait Time in seconds
- Avg Wait Time until Answer (s)Average Answered Call Wait Time in seconds
- Avg Wait Time until Abandon (s)Average Abandoned Call Wait Time in seconds
- Avg Talk Time (s)Average Call Talk Time in seconds
- Nb of AgentsNb of Agents
- Incoming Calls per AgentNumber of incoming calls per Agent
- Answered Calls per AgentNumber of answered calls per Agent
- Nb of CallersNb of Callers
- Calls per CallerNumber of calls per Caller
- Nb of CustomersNb of Customers
- Calls per CustomerNumber of calls per Customer
- Total Answered CallsTotal number of answered calls
- Answered Calls %Share of answered calls compared to all incoming calls
- Incoming Calls (Weekly)Average number of incoming calls per week
- Incoming Calls (Daily)Average number of incoming calls per day
and 11 dashboard pages
Cockpit
Call Center Cockpit
Call Center Top KPIs Overview
Call Center Top KPIs Evolution
Call Center Analytics
Behavioral Analytics
Trends Analytics
Distribution Analytics
Call Center Segmentation Analysis
Call Center Pareto Analysis
Creating your CALL CENTER dashboard Step-by-Step
You want to get a clear understanding on your Call Center results? You want to build a Tableau dashboard to better understand your Call Center data?
Using LinPack-for-Tableau.com, you can generate an eye-catching, fit-for-purpose Tableau Dashboard on your Call Center data in less than 5 minutes!
1st STEP: Create the initial Tableau workbook file
Create a Tableau workbook in which you map your Call Center data (whether it comes from: ERP, database, Excel, CSV file...)
You must retrieve at least the following attributes (it is ok if the names don't match, and it is better to add additional attributes to analyze):
2nd STEP: Upload your Tableau workbook file
On LinPack-for-Tableau.com, select 'create dashboard from template: Call Center' and upload your Tableau workbook (note: your data is NOT uploaded).
3rd STEP: Map your attributes
Map the attributes of your workbook on the attributes of the template.
Finally, click 'Confirm & Download'... and your Call Center dashboard is already downloading :-)
Open the Tableau workbook file you received, it will automatically reconnect to your data sources.
Your Call Center dashboard is now ready to be used or customized!