Providea workbookcontaining at least8 attributes
Geta ready-to-use,best-in-marketCALL CENTER dashboard
Call Center Home
Call Center Home![Call Center Home]()
Get a Home Page for your Call Center dashboard
Call Center 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![Call 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 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)
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 10 dashboard pages
Home
Call Center Home
Call Center Home![Call Center Home]()
Get a Home Page for your Call Center dashboard
Cockpit
Call Center 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![Call 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 Evolution]()
Visualize how your Call Center KPIs are evolving (Month-to-Date, Year-to-Date)
Call Center Analytics
Agent Performance
Agent Performance![Agent Performance]()
Get a better understanding of the performance of your agents
Behavioral Analytics
Call Center Seasonality 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.
Trends Analytics
Call Center Trends Analysis
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![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![Call 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 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):
-
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
Finance
Procurement
Digital Marketing
Processes
Service Desk / Call Center
Banking
Healthcare
Telecommunications
Fundraising
Insurance
Retail
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!
