Call Center Team Overview
What does this call center dashboard example show?
Get an immediate insight into how your call center customer service teams are keeping up with key activities that impact your customers' experience.
See how many agents are available, how long your customers are waiting in a queue, handling times, service level agreements, and CSATs. Plus, get an extra look into exactly who is rocking in with a breakdown of your top agents' average handling time and just how many calls they're answering.
Click on the image below to start using your own call center dashboard.
The benefits of call center dashboards
Never miss a beat (or a call)
Call centers are all about live data, meaning it’s crucial that your agents are always on top of the calls that are coming through. By visualizing your data on real-time dashboards, you ensure that all agents are always in the loop
Engage and reward your agents!
Constant availability can affect motivation. Gamifying tasks and goals makes work more playful by integrating achievements and notifications.
Our Dynamic Dashboards allow support employees to switch between team and individual views to see how they are contributing to team performance.
Optimize operations with unparalleled real-time data insights
In the fast-paced call center environment, it can be easy to lose track of the bigger picture. Displaying dashboards ensures that your whole team knows which tasks need to be prioritized.
Want to get a longer-term perspective on your call center operations? Check out our automated reporting feature where you can take a deep dive into your data.
Essential KPIs for all Call Centers
In a call center environment, it's best to include metrics that can change by the minute and can impact your service levels. Of course, every call center will have its own set of KPIs depending on the industry. However, there are a few essential metrics that every call center should be tracking:
Average Handling Time
Often shortened to AHT, this crucial metric measures the average duration of a customer’s interaction with an agent.
Average Wait Time
Calculates the average length of time for a customer to get through to an agent. Sometimes also referred to as average time in queue.
Abandonment Rate
This metric calculates the rate ends of the call before connecting with an agent.
Calls Taken
Measure the productivity of your agents by tracking how many calls have been answered.
Service Level Agreement
Service Level Agreement (SLA) measures how well your support agents are meeting the agreed on standards.
Customer Satisfaction Score
Even though it's best to have whole dashboard dedicated to customer satisfaction, it's always great for your call center staff to know how happy your customers are.
3rd Example
CEO customer service call center dashboard example
Need a high-level overview you can get at a glance?
This one's for the top tier to look at without having to wait until end-of-month reports. This dashboard shows the most important metrics reflecting operational efficiency, revenue goals, and customer satisfaction for you to gauge your call centers current and future health.
Lennart Thomsen
System Responsible at REMA 1000
"Our response time has improved a lot since using Plecto. We went from around 5 or 6 minutes to at times half a minute, and approximately 3 minutes now."
Read more
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