
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
- 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)
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
Cockpit
Call Center Cockpit
Call Center Top Performers
Call Center Analytics
Behavioral Analytics
Call Center Adhoc 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!