The IT Contact Analytics Overview Dashboard displays metrics across your entire contact center or for a specific skill group.
This dashboard enables you to perform the following tasks:
Analyze daily, weekly, and monthly trends of call volume.
Monitor call abandonment rates.
Visually correlate call volume and key performance indicators including average handle time, calls per agent, and time to abandon.
To understand the metrics used in this dashboard, see the Metrics Used section.
To view the desired data, in the Overview dashboard, perform the following tasks:
Select a time frame, Daily, Weekly, or Monthly to view the trend of the agent performance for the period.
From the Select Skill
hierarchy, from the Skill Level
drop-down list, select the skill group you wish to analyze.
Note: The Skill Levels provide you the skill groups in a hierarchical manner. You can start selecting from the highest Skill Level to the lowest Skill Level. The highest Skill Level is the parent skill and rest of the Levels are the children skills.
For Example, start selecting from the and go on selecting the Skill Levels in an descending order till the Skill Level 0. However, you do not have any constraints from selecting directly from the Skill
Level 0 as well without selecting a value from the parent Skill Level. But when a parent skill value changes, the corresponding children skill values are reset
to All.
According to the above selection, you can analyze the graphical representation of the Number of Answered Calls, % Abandoned Calls, Avg Time to Abandon, Avg Calls Per Agent, % Within Service Level - Abandons, and Avg Call Handle Time metrics that are described in the below sections.
Legends:
A downward arrow, if in green (
), symbolizes
a positive impact in the fall in the metric.
A downward arrow, if in red (
), symbolizes
a negative impact in the fall in the metric.
An upward arrow, if in green (
), symbolizes
positive impact in the growth of the metric.
An upward arrow, if in red (
), symbolizes
negative impact in the growth of the metric.
The following metrics are used in the Overview dashboard:
| Metric Name | Description |
|---|---|
| Answered Calls | Number of calls that are attended by the agents. |
| Abandoned Calls | Number of calls that are ended before any conversation occurred. |
| Average Time to Abandon | Average time, in which the caller disconnected the phone before an agent answered. |
| Average Calls Per Agent | Average number of calls each agent handles. |
| % of Abandon Calls within Service Level | Percentage of calls which were abandoned within the Service Level time limit. |
| Average Call Handle Time | Average time in seconds it took agents to handle calls, including talk time, hold time, and after call work. |
Related concepts
Introduction to IT Contact Analytics
Dashboards for IT Contact Analytics
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