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Call Center Agent Analytics

Manage your customers' experiences and your call center operations.

Overview

The Accelerator for Call Center Analytics allows customer contact center administrators to manage their customers' experiences--and their call center operations.

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See How Call Center Agent Analytics Works

  • Answer Key Business Questions How many customers call, and how many hang-up before we can answer? How long do our customers wait for their call to be answered before they hang up? What percentage of our customers are satisfied with their experience?

The Accelerator for Call Center Analytics allows customer contact center administrators to manage their customers' experiences--and their call center operations. This dashboard provides managers with insights into the needs of customers and the reasons and times that they call; performance of agents; and at-risk customers, so that they can identify and remediate customer issues, make sure the right agents are working at the right times, and make sure that their staff have the right skills to deliver a great customer experience. This Accelerator, which is based on customer deployments and projects, is powered by Tableau's own Call Center data from the Call Center Accelerator: the data models are based on common data models for call centers, and while this Accelerator may use the same data as Tableau's own, it's designed to show users who are newer to Tableau how they can get immediate value from Tableau, meet business needs rapidly, and progress on their journey of data democratization and discoverability.

Categories

Business Needs
Customer Service
Industries
Horizontal Product
Personas
Business Operations Manager
Data Analyst
Data Professional

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