Call Center Agent Analytics | Tableau Exchange

Call Center Agent Analytics

by phData


The Accelerator for Customer Contact Centers allows the contact center administrators to manage their customers' experiences--and their call center operations. This dashboard provides managers with insights into the performance of agents so that they can properly plan and up-skill them--as well as identify and remediate any risks with their customers' experiences.

You can connect directly with phData to learn about their Call Center expertise at This Accelerator, which is based on customer deployments and projects, is powered by Tableau's own Call Center data from the Call Center Accelerator.

Answer Key Business Questions

  • How many customers call, and how many hang-up before we can answer?
  • How long do our customers wait for their call to be answered before they hang up?
  • What percentage of our customers are satisfied with their experience?
  • How are agents performing based on total call volume, customer satisfaction, and first call resolution?

Monitor and Improve KPIs

  • Total Calls
  • Abandoned Calls
  • Answered Calls
  • Wait Time until Abandon
  • Wait Time until Answer
  • First contact resolution rate

Required Data Attributes

  • Abandon Flag (string) Y/N if call is abandoned
  • Agent (string)
  • Call # (string) Unique ID of call
  • Call Date Time (datetime) Date and time of call
  • Call Reason (string) Reason for call
  • Customer (string) Customer Name
  • First Contact Resolution Flag (string) Y/N of first contact resolution
  • Customer Satisfaction (int) Score 1.0 to 5.0
  • Talk Time (s) (int) Total talk time on call
  • Wait Time (s) (int) Total wait time on call

Tech Specifications

Security and Legal