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 the big picture on the performance of your Call Center performance: How many incoming calls do we handle? How many calls were abandoned? How long do callers wait before hanging up? How many incoming calls do we handle per day on average? How many calls were answered? How long do callers wait before having their call answered?
Call Center Top Performers
Call Center Top Performers
Get an instant understanding of your top Call Center performers: current, mid and long term performance
Agent Performance
Agent Performance
Get a better understanding of the performance of your agents
8 required attributes
Call Id 
Call Date Time - Abandon Flag
- Caller
- Customer
- Agent
Wait Time (s) - Talk Time (s)
- ...add your own attributes!
18 KPIs
- Total Incoming Calls
- Total Abandoned Calls
- Abandoned Calls %
- Avg Wait Time
- Avg Wait Time until Answer
- Avg Wait Time until Abandon
- Avg Talk Time
- 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)
- ...add your own KPIs!
Required Attributes
To get your Call Center dashboard, you need to provide a Tableau workbook file with (at least) the following 5 attributes (the name of your attributes can differ):
- 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
KPIs
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 TimeAverage Call Wait Time in seconds
- Avg Wait Time until AnswerAverage Answered Call Wait Time in seconds
- Avg Wait Time until AbandonAverage Abandoned Call Wait Time in seconds
- Avg Talk TimeAverage 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
Dashboard Pages & Data Visualizations
Your Call Center dashboard will contain 7 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 the big picture on the performance of your Call Center performance: How many incoming calls do we handle? How many calls were abandoned? How long do callers wait before hanging up? How many incoming calls do we handle per day on average? How many calls were answered? How long do callers wait before having their call answered?
Call Center Top Performers
Call Center Top Performers
Get an instant understanding of your top Call Center performers: current, mid and long term performance
Top 4 KPIs Trends (MTD/YTD)
Top 4 KPIs Trends (MTD/YTD)
Visualize how your Performance is evolving (Month-to-Date and Year-to-Date)
Call Center Analytics
Agent Performance
Agent Performance
Get a better understanding of the performance of your agents
Behavioral Analytics
Call Center Adhoc Analysis
Call Center Adhoc Analysis
Perform simple ad-hoc analysis on your Call Center data set: analyze any of your KPIs across any dimension (trends, distribution and pareto analysis)
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.
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).
72 Dashboard Templates
- Predefined (and customizable) KPIs
- Predefined DataViz
▶ Transverse Functions
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▶ Specific to a Business Sector
▶ Specific to a Data Source
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!
