CALL CENTER

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)
6am 12noon 6pm 6am 12noon 6pm
Calls Offered 0 215.1 34.1 21508% 3412%
Avg Pos Staff 0 27.2 25.0 2717% 2497%
Service Level % 90 97.6 98.5
Aban Calls % 2 2.4 3.2
Acceptable Calls % 80 105.9 102.0
AHT 2 122.0 103.6 12202% 10365%
% ACD Time 0 35.4 5.9
Occupancy % 0 50.0 7.4
Calls Per Pos 0 8.3 1.3
Call profile 75% 13% 3%

Avg Talk Time Avg Hold Time Avg ACW Time

-7 22 30 -25 33 -25 27 -41 28 -79 24 2 37 -29 56 25 -2 46 -38 63 61 26 -15 11 -22 46 23 70 26 17 11 20 -10 2 45 70 AHT Acceptable Calls % Aban Calls % Service Level % Calls Per Pos % ACD Time Occupancy % Calls Offered Avg Pos Staff -12 4 43 -32 19 39 -38 65 41 77 -10 47 57 54 65 -12 56 69 75 82 85 12 -12 -14 -10 -17 -25 -19 21 16 27 14 18 38 41 -31 Acceptable Calls % Avg Pos Staff AHT Calls Per Pos Calls Offered % ACD Time Occupancy % Service Level % Aban Calls %

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.