The Call Centre Dashboard is a visual representation of key performance indicators (KPIs) and real-time metrics that provide insights into the performance of a call center.
The Call Centre Dashboard goals and priorities include:
Call Volume: The number of incoming and outgoing calls over a specific period.
Service Level: The percentage of calls answered within a specified time frame, often expressed as a percentage (e.g., 80% of calls answered in 20 seconds).
Average Handle Time (AHT): The average duration of a call, including talk time, hold time, and any other related activities.
First Call Resolution (FCR): The percentage of calls resolved without the need for the customer to call back for the same issue.
Abandonment Rate: The percentage of callers who hang up before reaching an agent.
Occupancy Rate: The percentage of time that agents spend actively handling calls or other work tasks, as opposed to being idle.
Agent Productivity: Metrics related to individual agent performance, such as the number of calls taken, average handling time, and resolution rates.
Queue Metrics: Information about the number of calls in the queue, average wait time, and current wait times for callers.
Customer Satisfaction (CSAT): Feedback from customers about their satisfaction with the service received.
Call Transfer Rate: The percentage of calls that are transferred to another agent or department.
Average Speed of Answer (ASA): The average time it takes for calls to be answered by an agent.
Quality Assurance (QA) Scores: Scores assigned based on evaluations of agent performance during customer interactions.
Revenue/Conversion Metrics: For sales-oriented call centers, metrics related to successful sales and conversions.
Author Carl Wylie
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