This sample dashboard shows the performance of the call centre during the course of a single day.
Against a set of metrics, it shows the target SLA, the average through the day, the performance of the Mobile Arabic split, the Mobile English split, and a comparison of the two.
|Metric||SLA||Arabic||English||Arabic vs English|
|Avg||Trend (vs SLA)||Avg||Trend (vs SLA)|
|Avg Pos Staff||0||27.2||25.0|
|Service Level %||90||97.6||98.5|
|Aban Calls %||2||2.4||3.2|
|Acceptable Calls %||80||105.9||102.0|
|% ACD Time||0||35.4||5.9|
|Calls Per Pos||0||8.3||1.3|
Avg Talk Time Avg Hold Time Avg ACW Time
The visualisations show a correlation matrix. Each cell shows the degree of correlation between every pair of metrics. The number indicates the correlation value (e.g. 50 indicates a 0.50 correlation.) Diagonally opposite is a scatterplot showing the pattern of relationship between the metrics. The colour indicates the degree of correlation. Red indicates a negative correlation, green indicates positive, and yellow indicates a no correlation.