Handle time – the time the agent spends on a call is very important, the business needs to define a threshold and check in on agents who are spending too much time handling calls.Forecast – how many calls are they expecting today (this is a big ask – I’ll talk about how I handled it in a special section below).Demand – how many calls do they get and how many agents are available.Daily view – the business only cares about the current day what’s happening today live on the floor so that they can adjust.Here are the main thoughts I extracted from him: So back to listening! Here’s more from our conversation: Luckily, Shazal has a lot of knowledge in this area. I like to think of myself that I’m good with Tableau, but my experience with Call Center data is a big fat 0. I started breaking down his comment and I realized how valuable it is. There’s nothing more useless than a dashboard that’s isn’t actionable. Surprise, surprise! The dashboard looks good but it’s irrelevant. Shortly, I got a comment from Shazal Gomes on the Linkedin post. I posted it on Twitter and LinkedIn and it seemed to be quite appealing for the audience. I even added a ranking table to show the top agents and how they’re performing. I created a Month-to-date view where the latest date is highlighted to show where it stands relative to the overall period. So here’s my first take on the Call Center Dashboard: without the risk of messing up anything crucial in the business context. This is one of the perks of doing community projects: we get to play around with different ideas, techniques, etc. I’ve never done anything like this before, so what better time to jump on it?
Callcenter projects tv#
My idea was to design something that will be live on a TV screen in a Call Center. We were tasked to redo one of the Tableau Accelerators. So I started with the Call Center Dashboard. Special thanks to Mark Bradbourne for keeping this project going! Luckily Season 2 caught me in a better spot.
I heard about RWFD from Steve about a year ago and I thought “what an awesome idea”! But somehow life got in the way of me contributing. My passion for Tableau and community projects is not a secret. These things will be in front of people making decisions about important stuff.Īnd while it’s easy to fail in this world and make mistakes, there’s one thing we can do to get us closer to success: listen. If I would have to pick one thing to do every day that brings me joy, building dashboards would be at the very top.īut I take it as a big responsibility. There’s something special about looking at visually represented numbers. I love dashboards! I love looking at them, I love using them, and I love building them.
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