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Call Center Reporting Dashboard
Call center reporting dashboards are operational in nature, allowing viewers to visualize metrics relating to response time and effectiveness of one or more call centers. These dashboards make it easy to identify particular call centers that are lagging behind so that leadership can step in as necessary. The best dashboards combine quantitative and qualitative information to provide relevant context as necessary to explain trends, dips, and peaks.
Call Center Metrics
Call handle time, call wait time, and the number of answered and abandoned calls are key metrics often included in call center dashboards, as these metrics help gauge the effectiveness of the call center, which is closely linked to customer satisfaction. This line graph can show us the performance of how quickly the call center is responding to calls by tracking the average wait time. There are several other useful metrics that can be tracked and visualized in call center reporting dashboards to better understand their performance:
Total calls
The total number of inbound customer calls received over a period.
- Formula
Count of inbound calls received in the period.- Example
- 12,000 calls in a month = 12,000.
- What good looks like
- there is no universal number — volume is a demand signal, so plan staffing against your own seasonal baseline and investigate spikes that point to a product or billing problem
- Weak → strong
- "Handle our call volume" → "Forecast monthly call volume within ±5% of actual against the 12,000-call baseline each quarter, owned by the workforce planning lead".
Customer satisfaction rate
LaggingBetter when higherThe share of customers who report being satisfied after an interaction.
- Formula
(Satisfied responses ÷ total responses) × 100.- Example
- 880 satisfied ÷ 1,000 = 88%.
- What good looks like
- 75–85% satisfied is a common 'good' band, but the trend and the reasons behind your detractors matter more than the absolute score
- Weak → strong
- "Keep customers happy" → "Maintain a 90%+ CSAT on post-resolution surveys, owned by the support manager, reviewed monthly".
# of calls needed to resolve each issue
Better when lowerThe average number of calls a customer makes before an issue is fully resolved.
- Formula
Total calls about resolved issues ÷ number of issues resolved.- Example
- 1,300 calls ÷ 1,000 issues = 1.3 calls.
- What good looks like
- lower is better and 1.0 is the floor; the call-center benchmark average resolves 71% of issues on the first call (29% call back), and world-class centers resolve 80%+
- Weak → strong
- "Stop making customers call back" → "Cut calls per resolved issue from 1.3 to 1.15 by Q4, owned by the contact center manager, reviewed weekly".
Detailed Call Data
Another example of how to track current performance can be through the calculation of answered and abandoned calls placed along the side of total calls. This allows for a visual representation of how well the call center is picking up on calls overall. On top of this data analysis, ClearPoint allows you to customize your chart to also calculate the call abandonment rate over time with the percentages located on the right-hand side of the chart. Thus, all the information can be consolidated neatly into a single chart without having to create multiple charts.
Key Elements for Call Center Reporting Dashboards:
- Visual display of status of key metrics tied to call center performance and customer satisfaction
- Ability to drill down for more information on a particular call center or metric
- Qualitative analysis to offer context on metric and overall call center performance