Action Center

Action Center is a report screen where you can identify situations that require attention in call center operations based on defined targets and threshold values, review recommended actions for these situations, and track the results of the actions taken. It allows you to evaluate call and queue performance, customer representative activities, and customer experience indicators on a single screen. This way, you can identify areas that require improvement within the operation and track the impact of the actions taken on performance.

• To access this screen, follow Reports > Management Reports > Action Center.
• You can select the period you want to review from the Date field at the top of the screen. The indicators and findings displayed in the Action Center are updated according to the selected date range.
• Data Freshness is the date and time when the data used in the Action Center was last updated.

The threshold values used in action cards are determined according to the values defined on the Targets & Thresholds screen.

General Indicators

The top section of the Action Center contains summary indicators that allow you to evaluate the overall status of the call center operation.

• SLA: The percentage of calls evaluated within the scope of the defined service level targets.
• Outcome Score: The overall result score calculated based on indicators related to operational performance.
• Trunk Health: The health rate related to the operational and accessibility status of the trunk infrastructure.
• Data Integrity: The rate indicating the integrity status of the data evaluated in the Action Center.
• Complex Calls: The number of calls classified as complex based on criteria such as multiple processes or transfers.

Action Cards

• Situations that require attention based on the defined targets and threshold values are displayed as action cards. Each card provides access to the current value, target value, and comparison information for the identified situation, as well as the number of calls and customers affected by the situation.
• Recommended actions for improving the identified situation are displayed in the Recommended Action section. For example, if the abandonment rate in a queue increases, recommendations such as increasing the number of customer representatives in the queue during the relevant hours or adjusting the break schedule may be provided.
• The Following section on the right side of the screen contains situations that you have previously added for tracking. Through this section, you can compare the values before and after an action and track the change in the relevant indicator.

With the Action Center, you can not only view call center performance but also identify situations that require attention, evaluate recommended actions, review the relevant calls, and track the results of the actions taken. This structure helps monitor and improve call center operations based on data.