What are the key performance indicators (KPIs) commonly monitored in contact center analytics, and h

[manoj_0911]

What are the key performance indicators (KPIs) commonly monitored in contact center analytics, and how can Power BI be used to visualize and analyze these metrics effectively?

Dear Power BI Community,

As we delve deeper into contact center analytics, we're keen to understand the key performance indicators (KPIs) commonly monitored in this domain and how Power BI can aid in visualizing and analyzing these metrics effectively.

Could you please provide insights into the key performance indicators that are commonly monitored in contact center analytics? Examples may include metrics related to agent performance, customer satisfaction, call volumes, resolution times, and service level agreements (SLAs).

Furthermore, we're interested in learning how Power BI can be leveraged to visualize and analyze these KPIs in a meaningful and actionable way. Whether it's through interactive dashboards, drill-down capabilities, or custom visualizations, we're eager to explore the various techniques and best practices for KPI analysis in Power BI.

Your expertise and insights into contact center analytics and Power BI visualization techniques will greatly assist us in optimizing our analytics workflows and driving performance improvements in our contact center operations.

Thank you for sharing your knowledge and experiences.

Warm regards,
Manoj Prabhakar

[Anonymous · Accepted solution]

Hi @manoj_0911 ,

Common KPIs in Contact Center Analytics

In the realm of contact center analytics, several KPIs are pivotal for monitoring to ensure optimal performance and customer satisfaction. These include, but are not limited to:

- Average Handle Time (AHT): The average duration of a single interaction, including talk time and related tasks.
- First Call Resolution (FCR): The percentage of calls resolved on the first contact, without the need for a follow-up.
- Customer Satisfaction Score (CSAT): A measure of how satisfied customers are with the service they received.
- Service Level Agreements (SLAs) Compliance: The percentage of calls answered within a predetermined timeframe.
- Call Volume Trends: Insights into peak times and call patterns to optimize staffing.

For a comprehensive overview of contact center KPIs, I recommend reviewing the How Microsoft established a Center of Excellence - Power BI | Microsoft Learn which provides historical operational metrics and KPIs to manage contact centers effectively.

Visualizing and Analyzing KPIs in Power BI

Power BI offers robust capabilities for visualizing and analyzing contact center KPIs through interactive dashboards, drill-down capabilities, and custom visualizations. Here are some steps and best practices:

1. Creating KPI Visuals: Power BI allows for the creation of KPI visuals to measure progress towards goals. For instance, you can visualize the CSAT score against a target value, providing quick insights into performance.

2. Interactive Dashboards: Utilize Power BI to create dashboards that allow users to interact with the data, such as filtering by date range or agent performance. This interactivity can help identify trends and areas for improvement.

3. Best Practices for Analyzing KPIs: It's crucial to define clear goals and regularly review KPIs to ensure they provide the intended insights. Engage with stakeholders for feedback and adopt an agile approach for continuous improvement.

Best regards,
Community Support Team_Binbin Yu
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