Call Center Agent Analytics | Tableau Exchange

Call Center Agent Analytics

by phData

Description

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 https://www.phdata.io/call-center-analytics-services/. 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

Accelerator