This dashboard provides insight and transparency into the data of a call center agency. The management of the company has an accurate overview of the long term trends in customer and agent behaviour.

The dashboard lays out the following KPI's:

  • Overall customer satisfaction

  • Total calls

  • Overall calls resolved/abandoned

  • Calls by time

  • Calls by month

  • Average speed of answer

  • Agent statistics

The slicers on the top right of the dashboard comprises of topic, month and days which provides granular information about the agents and customers.

  • From the visualization we see that there was a total of 5000 calls that came in from the month of January to March with 3646 resolved.

  • Agent statistics show us the number of agents, the calls each one of them resolved, the satisfaction rating and their average speed of answering calls