Call Center Dashboard by Rfield

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Created by: Rfield

 

About Dashboard:

This dashboard showscall center dashboard of a company. There are 6 charts & 1 table. The objective is to provide information from various perspective.

This will help in analyzing the data, taking quick decisions& also helps in forecasting.

This review is for business owner who needs an intuitive call center dashboard on a daily basis, but more so needs the ability to forecast and run scenarios to grow a company.

In today’s world there is a huge pressure on the management to provide faster and transparent information which helps in determining company’soverall performance.

There are several ways in which you can visualize call center data to understand the company’s goal. In October month, Excelforumteamhas launched a dashboard competing in which you are asked to visualize the data using sample data. The challenge has generated a huge thrill around the community and fetched 118 incredible entries.

In this article, we will show you the steps on how to create this dashboard.

Let us see the how Dashboard made by Rfieldlooks:
 
img1
 
We have divided this dashboard into 11 sections of information. Let us take a look at each one separately.

Section1:

This section shows Month to date Inbound scores for the reps.
 
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Section2:

This section shows Month to date Outbound scores for the reps.
 
img3
 
Section3:

This section shows Month to date Call cap scores for the reps.
 
img4
 
Section 4:

This section shows Month to date Overall scores for the reps.
 
img5
 
Section 5:

This section shows Month to date Overall scores (Inbound + Outbound) for the reps.
 
img6
 
Section 6:

The following is a CSR Contribution to team total of booked calls
 
img7
 
Section 7:

The following is a CSR Contribution to team total of Outbound booked calls
 
img8
 
Section 8:

The following is a CSR Contribution to team total of Inbound booked calls
 
img9
 
Section 9:

The following is a CSR Contribution to team total contacts
 
img10
 
Section 10:

The following is a CSR Contribution to team total of Outbound calls
 
img11
 
Section 11:

The following is a CSR Contribution to team total of Inbound calls taken
 
img12
 
Using this dashboard you can get a clear view of the call center industry and we can get the information from various point of view.
 
 

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6 thoughts on “Call Center Dashboard by Rfield

    • If the name of the employee performance results are changed (i.e. use number instead of the name) to and ID that that only the employee would know; their information will remain private.

  1. First time in a call center? :) Everything measurable is measured in a lot of call/contact centers. Very numbers-driven environments. Legality would depend on your region, but (IANAL) I doubt there are laws against metrics.

  2. I built this spreadsheet as a guide and for training purposes and to measure our productivity. Teresa, that is an excellent idea. I usually send these numbers out individually to each CSR. With the ID number I could post this up every week to inspire some competition. It would give everyone an idea of how they are performing compared to the rest of the field without putting anyone publicly on the spot.

    And no, there is no laws prohibiting call metrics. Now if the calls were recorded, there are tons of laws involved in that.

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