call-center-performance-dashboard

Call Center Insights Dashboard

Welcome to the Call Center Insights Dashboard project. This dashboard is designed to provide an interactive and comprehensive view of call center performance, enabling users to monitor key performance indicators (KPIs) and gain valuable insights into operations.

Overview

The dashboard integrates multiple data sources and provides visualizations for critical metrics including Average Handle Time (AHT), Percentage of Answered Calls (PCA%), Service Level Agreement (SLA%), Customer Satisfaction (CSAT), and First Call Resolution (FCR). With interactive charts, bookmarks, slicers, drill-throughs, and tooltips, users can explore detailed views and trends in call center data.

Features

• Key Metrics Calculation & Visualization

  • Average Handle Time (AHT): Computed as Total Handle Time divided by Answered Calls.
  • Percentage of Answered Calls (PCA%): (Answered Calls / Offered Calls) * 100.
  • Service Level Agreement (SLA%): (Answered Calls Within Service Level / Offered Calls).

• Interactive Charts

  • Average Offered Calls Per Day: Trend analysis of offered calls on a daily basis.
  • Offered Calls by Day of the Week: Visualization of average offered calls across each day.
  • Total Offered Calls Per Skill (Monthly View): Monthly breakdown by skill.
  • AHT Per Language (Quarterly): Performance comparison across different languages for each quarter.
  • Percentage of Answered Calls per Skill: Insight into performance metrics by skill.
  • AHT Comparison for AR & ENG Teams: A boxplot chart comparing AHT between AR and ENG teams with descriptive insights.
  • CSAT & FCR Relationship: Chart showing the relationship between customer satisfaction and first call resolution scores.

Data Model

The dashboard is built upon a robust data model where:

• Calls Table: Contains detailed call records including times, call outcomes, and performance measures.
• CSAT Table: Includes customer satisfaction scores (scored from 1 to 5, where Very Satisfied = 5 and Very Dissatisfied = 1).
• Calendar Table: Acts as a central date dimension, linking both the Calls and CSAT tables for time-based analysis.

Call Center Calculations

The following metrics are calculated to evaluate call center performance:

Metric	Calculation
Answered Calls	Ans Calls Within Service Level + Ans Calls After Service Level
Total Handle Time (THT)	Talk Time + Hold Time + ACW Time
Average Handle Time (AHT)	THT / Answered Calls
Service Level Agreement (SLA)	Ans Calls Within Service Level / Offered Calls
Percentage of Answered Calls (PCA%)	(Ans Calls / Offered Calls) * 100
CSAT	Average scores (Very Satisfied = 5 & Very Dissatisfied = 1)
FCR	Average scores (Yes = 1 & No = 0)

Dashboard Design & Evaluation Criteria

• Design & Format

  • Purposeful theme and color scheme.
  • Clear, concise labels and aligned charts.
  • Consistent formatting across all visual elements.

• Interactivity

  • Use of bookmarks, slicers, drill-throughs, and tooltips to enhance user experience.
  • Detailed insights and comments accompanying the visualizations.

• Insights & Value

  • Each chart and metric is complemented by descriptive insights.
  • Comparisons and analyses (e.g., boxplot for AR vs. ENG teams) provide actionable feedback.

Dashboard Preview

Below is an image of the dashboard design. Replace the placeholder image with your actual dashboard image.