Call Center Dashboards

Real time performance review

The operational performance of your call center is dependent on a combination of factors. New challenges can arise on a minute-by-minute basis. A call center KPI Dashboard helps you see those challenges by providing a real time view of the metrics and numbers that are affecting your performance.

Call center activity evaluation

Successfully managing your call center's performance depends on having the right data at your immediate disposal so you can meet your service level agreements. Your indicators are instantly available on your KPI Dashboard to alert you to necessary course corrections.

Data you need when you need it

A real-time call center KPI Dashboard gives you the data you need when you need it the most - right now. No more managing by intuition. Now you can manage by factual information.

Real-time metrics like current service level, call volume, and call abandon rates should be coupled with KPIs like customer satisfaction, cost per contact, and call resolution to provide a holistic view of your call center's performance. By putting these KPIs and metrics on a web and mobile dashboard, you gain the data visibility you need to deliver the highest quality of service to your customers.

Check out some of the call center KPI Dashboards our customers are already using to monitor and improve their performance.

Service level

This call center KPI Dashboard is the single most important tool to monitor delivery of world-class service to your customers. Your call center's Service Level Agreement is your commitment to a standard of service. If you are unable to measure your SLA metrics in real time, you could be in trouble.

Audience: Agents, Managers, Executives, Customers
Calculation: % of calls answered within X seconds

Cost per contact

Each time one of your agents takes a call or sends an email it costs you money in wages and operating costs. The Cost per Contact KPI Dashboard template can help you keep your costs on target .

Audience: Executives, Managers
Calculation: # of calls per month / (operating cost + labour)

Customer satisfaction

One of the hardest things to measure is customer satisfaction. It is often too subjective to accurately measure and it takes too long to gather the information in order to use it effectively. This template can keep real time customer satisfaction details visible to your entire team.

Audience: Agents, Managers, Executives
Sample Question: How satisfied are you with the service provided?

Average handle time

This call center KPI Dashboard template measures the average time spent on each call, including the ancillary activities before and after the call. You can use this KPI to measure aggregate or individual performance.

Audience: Executives, Managers
Calculation: Average Talk Time + After Call Work

Call abandonment

This template indicates the number of callers who terminate their incoming call before they can be connected to an agent. Monitoring this indicator helps to identify responsiveness. It may also indicate whether or not your center is adequately staffed.

Audience: Managers, Executives
Calculation: Abandoned Calls / Total Incoming Calls

Active and waiting calls

This KPI Dashboard template measures call volume in real-time. This is another effective tool to help ensure that you are fully staffed to deliver optimal performance.

Audience: Agents, Managers
Calculation: Total # of callers, # of callers on hold

Agent status

This KPI Dashboard template delivers four significant KPI, giving a manager an excellent overview of real time performance. The combination of these four elements is liking have a GPS for your call center. You will know where you expect to go, how to get there, the progress you are making, and the adjustments you need to make.

Audience: Agents, Managers, Executives
Example: # agents logged, # of calls greater than 5 minutes

Call resolution

This template will give you some insight into both customer satisfaction and agent effectiveness. This KPI Dashboard graphic can be used at either the agent or call center level. Used at both levels, the data will prompt you to discover where improvement is necessary.

Audience: Agents, Managers, Executives
Calculation: # of calls resolved after x amount of contacts / total # of calls

Adherence

Uncontrolled adherence rates can significantly impact call center costs. This KPI Dashboard template helps you to analyze how well an agent works within their schedule and to determine how efficiently they are spending their time.

Audience: Agents, Executives, Managers
Calculation: (Handling Time + Available time) / (Paid hours)

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