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Dashboards

Dashboards is a report category where you can review the overall performance of the call center operation and key customer experience indicators through visual and summarized data. Through this category, you can track call volume, answer and abandonment rates, SLA, call durations, and performance data related to customer experience.

  • To access this report category, follow Reports > Management Reports > Dashboards from the left menu.
  • This report category includes the Management Cockpit and Customer Experience 360° reports.

1. Management Cockpit

Management Cockpit is a report where you can track the key performance indicators of the call center operation on a single screen. You can review the overall status of the operation based on data such as call volume, answer and abandonment rates, SLA, waiting and talk times. You can also track calls that need to be called back and the performance of customer representatives.

  • To access this report, follow Reports > Management Reports > Dashboards > Management Cockpit.
  • You can select the period you want to review from the Date field at the top of the screen.

The report includes the following information:

  • Total Calls: The total number of incoming and outgoing calls made within the selected date range.
  • Answer %: The percentage of calls received by the queue that were answered by customer representatives.
  • Abandon %: The percentage of calls that ended without being answered by a customer representative after entering the queue.
  • SLA %: The percentage of calls answered within the defined service level target.
  • ASA: The average time elapsed before calls are answered by a customer representative.
  • AHT: The average talk time for a call.
  • After Call Work (ACW): The average time spent on call-related tasks after the conversation is completed.
  • Hold Quality: A performance indicator related to the hold status of calls during conversations.
  • Center Health Score: The score value summarizing the overall operational status of the call center.
  • Abandoned in Queue: The total number of calls that ended without being answered after entering the queue.
  • Callable Back: The total number of calls that can be called back.
  • Repeat Callers (24 Hours): The number of calls associated with customers who made another call within 24 hours.
  • Where Did Calls Go: A section where you can review the distribution of how calls were completed. The number and percentage of Answered, Abandoned, Resolved in Menu, Hung Up in Menu, Outbound Call, and Local Call data are displayed.
  • Hourly SLA %: Shows how SLA performance changes throughout the day by hour. You can compare current SLA values with the reference period to review the hours when performance increased or decreased.
  • Priority Action – Callback List: The section where calls that need to be called back are listed in order of priority.
  • Agent Ranking: The section where customer representatives are ranked according to the number of calls they answered. The number of answered calls and average talk time (AHT) for each customer representative can be viewed.

2. Customer Experience 360°

Customer Experience 360° is a report where you can review customers' experience throughout the call process, from the beginning to resolution. You can evaluate customer experience through indicators such as first call resolution, repeat calls, and customer effort.

  • To access this report, follow Reports > Management Reports > Dashboards > Customer Experience 360°.
  • You can select the period you want to review from the Date field at the top of the screen.

The report includes the following information:

  • First Call Resolution %: The percentage of calls where the customer's request was resolved during the first call without the need for another call.
  • Customer Effort: An indicator that evaluates the effort customers spend to complete their process based on data such as the number of transfers and waiting time.
  • Repeat Call (Within 24 Hours) %: The percentage of customers who made another call within 24 hours after the initial call.
  • Where Are We Losing Them: A section showing the stages of the call process where customers are lost. You can review losses throughout the process by comparing the number of calls at the Entry > Greeting Menu (IVR) > Agent > Resolution stages.
  • Greeting Menu Abandon %: The percentage of customers who ended their calls during the greeting menu (IVR) stage.
  • Avg. Transfers: The average number of times calls are transferred during the process.
  • Hold Time Share %: The percentage of the total call duration spent on hold.
  • Avg. Queue Wait: The average time customers spend in the queue before being connected to a customer representative.