/uploads/galerie/000200/CC Cockpit W.PNG /uploads/galerie/000200/CC Cockpit D.PNG

Detailed presentation of the CALL CENTER dashboard

Your CALL CENTER dashboard will contain 18 KPIs

and 10 dashboard pages

Home

Call Center Home

Call Center Home
Call Center HomeCall Center Home
Get a Home Page for your Call Center dashboard

Cockpit

Call Center Cockpit

Call Center Cockpit
Call Center CockpitCall Center Cockpit
Get an overview of your Call Center performance: Incoming Calls, Abandoned Calls, Answered Calls...

Call Center Top KPIs Overview

Call Center Top KPIs Overview
Call Center Top KPIs OverviewCall Center Top KPIs Overview
Get a transversal view on your top 6 Call Center KPIs, split by the dimension of your choice

Call Center Top KPIs Evolution

Call Center Top KPIs Evolution
Call Center Top KPIs EvolutionCall Center Top KPIs Evolution
Visualize how your Call Center KPIs are evolving (Month-to-Date, Year-to-Date)

Call Center Analytics

Agent Performance

Agent Performance
Agent PerformanceAgent Performance
Get a better understanding of the performance of your agents

Behavioral Analytics

Call Center Seasonality Analysis

Call Center Seasonality Analysis
Call Center Seasonality AnalysisCall Center Seasonality Analysis
Quickly identify seasonality patterns in your Call Center dashboard. You can select any KPI you like, across multiple time level of details.

Trends Analytics

Call Center Trends Analysis

Call Center Trends Analysis
Call Center Trends AnalysisCall Center Trends Analysis
Visualize the evolution of any of your Call Center KPIs: Trends, Performance & Year over Year

Distribution Analytics

Call Center Segmentation Analysis

Call Center Segmentation Analysis
Call Center Segmentation AnalysisCall Center Segmentation Analysis
Visualize the value of any of your Call Center KPIs, split by the dimension you selected (market share analysis)

Call Center Pareto Analysis

Call Center Pareto Analysis
Call Center Pareto AnalysisCall Center Pareto Analysis
Perform a Pareto Analysis on any of your Call Center KPIs: the 80/20 rule.

Call Center KPI Performance

Call Center KPI Performance
Call Center KPI PerformanceCall Center KPI Performance
Visualize the overall performance of any of your Call Center KPIs: what is the performance, how does this performance evolve, who contributes to this performance

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):

  • string
    Call Id Call Unique Identifier
  • date
    Call Date Time Date Time of the call (Date used for time-series analysis)
  • string
    Abandon Flag "Y" if the call was abandoned
  • string
    Caller Person who called
  • string
    Customer Customer where the caller is working
  • string
    Agent Agent who handled the call
  • numeric
    Wait Time (s) Call Wait Time in seconds
  • numeric
    Talk Time (s) Call Talk Time in seconds

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!


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