Providea workbookcontaining at least8 attributes
Geta ready-to-use,best-in-marketCALL CENTER dashboard
Call Center Home
Call Center Home
Get a Home Page for your Call Center dashboard
Call Center Cockpit
Call 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
Get a transverse 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
Visualize how your Call Center KPIs are evolving (Month-to-Date, Year-to-Date)
8 required attributes
Call Id
Call Date Time- Abandon Flag
- Caller
- Customer
- Agent
Wait Time (s)- Talk Time (s)
18 KPIs
- 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)
11 dashboard pages
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
Home
Call Center Home
Call Center Home
Get a Home Page for your Call Center dashboard
Cockpit
Call Center Cockpit
Call 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
Get a transverse 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
Visualize how your Call Center KPIs are evolving (Month-to-Date, Year-to-Date)
Call Center Performance Cockpit
Call Center Performance Cockpit
Visualize the performance on your top 4 Call Center KPIs, how this performance evolves over time and who contributes to this performance
Call Center Analytics
Agent Performance
Agent Performance
Get a better understanding of the performance of your agents
Behavioral Analytics
Call Center Seasonality Analysis
Call 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.
Call Center KPI Performance
Call 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
Trends Analytics
Call Center Trends Analysis
Call 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
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
Perform a Pareto Analysis on any of your Call Center KPIs: the 80/20 rule.
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):
-
Call Id Call Unique Identifier
-
Call Date Time Date Time of the call (Date used for time-series analysis)
-
Abandon Flag "Y" if the call was abandoned
-
Caller Person who called
-
Customer Customer where the caller is working
-
Agent Agent who handled the call
-
Wait Time (s) Call Wait Time in seconds
-
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).
Dashboard Template
- Predefined (and customizable) KPIs
- Predefined DataViz
Transverse Functions
Sales
Digital Marketing
Finance
Procurement
General Services
Service Desk / Call Center
Project Management
Sentiment Analysis
Specific to a Business Sector
Retail
Healthcare
Fundraising
Education
Insurance
Banking
Telecommunications
Start-up
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!
