Call center kpi dashboard showing abandoned calls group calls group statistics

Description:

The image is a PowerPoint slide titled "Call Center KPI Dashboard Showing Abandoned Calls." It's designed to provide a snapshot of a call center's key performance indicators (KPIs). The dashboard is divided into three main sections:

1. Call Metrics: 

Displaying gauges for Total Calls (65), Abandoned Calls (10), and Answered Calls (50), which provide a quick visual representation of call volume and service issues.

2. Group Statistics: 

Showing detailed metrics such as a 1% Abandonment Rate and an 81% Service Level, along with average hold time (00:00:54), average speed of answer (00:00:08), average call duration (00:00:06), average available time (00:11:33), longest call queue time (00:00:33), and total call duration (05:07:47).

3. Agent Activity Summary: 

Providing a count of agent statuses including Logged In (11), Logged Out (4), Unavailable (1), Available (10), Dialing (1), Ringing (1), Talking (2), and On Hold (1).

4. Additionally, there's a donut chart for Group Calls with percentages for Incoming, Outgoing, Internal, Transferred, and Conference calls.

Use Cases:

This type of slide can be utilized across various industries for multiple purposes:

1. Telecommunications:

Use: Monitoring call center operations and agent performance.

Presenter: Operations Manager.

Audience: Call center agents, management team.

2. Customer Service:

Use: Tracking customer support metrics and efficiency.

Presenter: Customer Service Manager.

Audience: Customer service representatives, supervisors.

3. Healthcare:

Use: Managing patient inquiry and support call centers.

Presenter: Healthcare Administrator.

Audience: Patient service representatives, clinic managers.

4. Banking and Finance:

Use: Overseeing call center activity for customer financial inquiries.

Presenter: Bank Center Manager.

Audience: Financial advisors, customer service agents.

5. Retail:

Use: Evaluating support for customer orders and service requests.

Presenter: Retail Operations Coordinator.

Audience: Retail staff, support teams.

6. IT Support:

Use: Assessing technical support response times and resolution efficiency.

Presenter: IT Support Team Leader.

Audience: IT support agents, technical team.

7. Travel and Hospitality:

Use: Monitoring booking and customer service call centers.

Presenter: Travel Operations Manager.

Audience: Reservation agents, travel consultants.