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What are the typical metrics being used for the call centers?
- First call resolution – The percentage of calls that the agent resolves the caller’s issue without having to escalate, transfer or return the call.
- Percentage of calls blocked – The percentage of callers that received a busy tone when they call.
- Average time in queue – The average amount of time callers wait in call queues before an agent responds.
- Average after call work time – The average amount of time an agent spends completing work related to the call after they finish the call.
- Service level – The percentage of calls answered within a specified number of seconds.
- Average abandonment rate – The percentage of callers who hang up before reaching an agent.
- Agent turnover rate – The percentage of agents who leave the call center.
- Average speed of answer – The average amount of time it takes for the call to be answered by an agent or the Automatic Call Distributor (ACD).
- Average handle time – The average amount of time an agent spends speaking with the caller, including hold time.
- Schedule adherence – A measure of an agent’s degree of compliance with their assigned schedule.
What kind of questions lead to insightful discoveries?
Please have a look at these links in order to get insights:Track call-center claims data to optimize resources | Tableau Software
What other considerations/calculations (quantitative and qualitative) should I think about as I build my dashboard?
A monitoring and analytics Dashboard designed for use in a Call Center provides managers with a visual overview and details on the performance of each telemarketer and each group
Hope the above the links will help you to get enough information.