Contact center manager dashboard


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An article about the call center / contact center dashboard that managers are using today. Dashboards need to be showing data from multiple sources, available locally and remotely and while charts and graphs are nice to see they do not contain as much data as managers are asking for today.

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Contact center manager dashboard

  1. 1. Contact Center Manager Dashboard April 2013There are many types of contact center dashboards that managers are using today. Obviously themost important dashboard is one that will work for you. From a managers point of view thedashboard should contain real time and historical data, it should include critical KPI’s andmetrics, and it should have layers of content and it should be available regardless where themanager is when they need it.Real time data will focus on group / split skill KPI’s with overall agent status added in. Thetarget is to see how the call center is performing and if agents that are available are handlingcalls, emails and chats.Managers that want more real time information can scan through the second layer of thisdashboard. In this example the manager clicked on the PVY Fund to see why 23 staffed agentswere all unavailable.
  2. 2. In this agent states layer of the dashboard the manager focuses on three items: State, ReasonCode and total Abandoned calls. If an agent is in an unproductive state then the manager reviewsthe time the agent has been in that state. If the time is short it is forgotten, if the time is long thenit is mentioned to the agent’s supervisor. This contact center is in the financial industrymanaging mutual fund customers both existing and new. Agents that are unproductive arenoticed quickly by the manager and the agent’s supervisor.37The total abandoned calls for the PVY fund is watched closely by this manager. Abandonedcalls, according to the manager, are lost revenue. This manager calculates the daily, weekly andmonthly “lost” revenue on a separate spreadsheet and shares that with the supervisors. Thesupervisors per fund then discuss this with the agents with the most abandoned calls.The historical portion of the manager’s dashboard shows how the agents have performed overcertain time frames.
  3. 3. Agents are looking for raises, new positions within the call center and have their ownjustifications for asking for these changes. Managers with historical data can immediatelyrespond with facts. The two key points in this layer of the dashboard are the working state timeand the nonworking state time. Working State is being productive while NonWorking isunproductive.Breaks, lunch, training, coaching and other logged off status are considered to be unproductive.This type of dashboard is not a default or standard option with ACD reports. Some contactcenters are adding in email and chat work to the productive numbers. It is important for contactcenters to accurately set up logged out status options.This historical layer of the dashboard goes back to one year. The time frames on the report werefairly standard requests that managers ask for starting with yesterday and including quarterlystatus reports. It is also easy to see that this agent was on vacation during the 3 month time framewhen compared to one month and 6 months.
  4. 4. There are other key metrics on this dashboard: Occupancy, Avg Talk time and Avg ACW time.These metrics confirm with the manager the agents idle time and productivity time.One of the most interesting differences between actual call center dashboards and the examplesthat you find when you Google Call Center Dashboard is the lack of charts and graphs.Spectrum has the ability to include graphs, charts, gauges and other attractive features to adashboard, but contact center managers quickly find that not enough data is available to themwhen they view a graphical dashboard. They move over to a spreadsheet view of the data andeliminate or reduce the request for charts and gauges on their report.Mobility has always been an important functionality for contact center managers. The jobrequires the manager to be at corporate meetings, to assist the staff at their desks, travel toindustry events and contact center training and work from home. A managers dashboard shouldbe available on a desktop, tablet PC, web based report or even a smart phone.
  5. 5. A manager’s dashboard requires multiple layers of content from real-time to historical on thegroup level down to the agent level. The dashboard also needs to available to the mobilemanager via remote connectivity so the manager is able to be aware of the contact center statusat all times. A dashboard that does not meet these requirements loses value rapidly.The real time and historical report shown at the top of this article is based upon mutual fundcontact center manager’s requirements. The names of the funds and agent names have beenaltered to protect confidentiality. All numeric values seen in the images are actual values.Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today tolearn more about dashboards for your contact center.Follow Spectrum Corporation:• SlideShare• LinkedIn• BlogDan BoehmVP Sales and 986 8839