Contact Centre Dashboard (01 Jan 2021 - 31 Mar 2021)

Contacts Handled Sales by Product Sales Target Repeat Calls

Inbound Calls Outbound Calls 40,000 35

92 8 35,000
30,000
30

25
25,000
Emails LiveChat 20
20,000
26 10 15,000 15

10,000 10

38,000

26,000

22,000

16,000
Messenger App Social Media 5,000

5,000
5

42 15 0
Product 1 Product 2 Product 3 Product 4 Product 5 0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

Brief comment on the Area Chart

Brief comment about the metrics More support needed for Product 5

Contacts Per Day Service Level Abandon %

120

100 Mon
Tues
80 Weds
Contacts Per Day

86% 17%
Thur
60
Fri
40 Sat
Sun
20 Target Target
0 90% 20%
00 30 00 30 00 30 00 30 00 30 00 30 00 30 00 30
0: 1: 3: 4: 6: 7: 9: 10: 12: 13: 15: 16: 18: 19: 21: 22:

Experiencing high call volume on Tuesdays Target not achieved Target not achieved

Very Unsatisfied Employee Satisfaction

10
Customer Satisfaction
Unsatisfied Call Reason Codes 0 10 20 30 40 50 60
10

Customer Service 382 Very Satisfied 50

Password Reset 128 Satisfied 15

Very Satisfied
50
Neutral
15 Refund Request 23 Neutral 15

Returns Unsatisfied 10
216
Very Unsatisfied 10
Complaint 16
Satisfied
15
Next Survey due in 3 weeks Complaints going down nicely Comment on Bar Chart
 All cells coloured pink are editable

If you wish to make any edits to the layout of the dashboard or its icons you will first need to unprotect the dashboard wor
To lock it from unintentional edits again choose "Review", "Protect Sheet" then select only the checkbox for "Select Unlock

From Date: 1-Jan-21 To Date: 31-Mar-21

1. Metrics 2. Column Chart

The dashboard pulls numbers Data is in a table so that if you add or Data is in a table so that if y
directly from the cells below. You can remove products your chart will remove entries your chart w
change their names if you'd like to, automatically update. To add a product automatically update. To ad
but you may then want to find a new just type in the next available row. To type in the next available ro
icon to replace the one we've used. remove one, right-click in the row and one, right-click in the row a
select "Delete" then "Table Rows" "Delete" then "Table Rows."
the Entry labels to be anyth
by overwriting the numbers

Chart Title Chart Title

Contacts Handled Sales by Product

Comment Box Comment Box

Brief comment about the metrics More support needed for Product 5

Name Number Product Name Sales Target

Inbound Calls 92 Product 1 38,000 37,000
Outbound Calls 8 Product 2 26,000 25,000
Emails 26 Product 3 22,000 20,000
LiveChat 10 Product 4 16,000 20,000
Messenger App 42 Product 5 5,000 10,000
Social Media 15
 View Dashb

t need to unprotect the dashboard worksheet by selecting "Review" from the Main Menu above whilst on that tab, then "UnProtect Sheet
ct only the checkbox for "Select Unlocked Cells"

Chart Title: Contact Centre Dashboard

3. Area Chart 4. Line Chart

Data is in a table so that if you add or Data below is in a table so that if you add or remove entries your chart will
remove entries your chart will automatically update. To add a row just type in the next available row. To
automatically update. To add a row just remove one, right-click in the row and select "Delete" then "Table Rows."
type in the next available row. To remove
one, right-click in the row and select
"Delete" then "Table Rows." You can edit
the Entry labels to be anything you want
by overwriting the numbers

Chart Title Chart Title

Repeat Calls Contacts Per Day

Comment Box Comment Box

Brief comment on the Area Chart Experiencing high call volume on Tuesdays

Entry Number Time Mon Tues Weds Thur Fri

1 24 0:00 20 19 17 12 11
2 29 0:30 41 21 38 21 16
3 17 1:00 50 46 41 40 39
4 21 1:30 51 52 47 44 42
5 28 2:00 55 54 49 44 43
6 32 2:30 62 57 55 44 47
7 29 3:00 65 63 59 58 53
8 27 3:30 69 66 59 58 56
9 18 4:00 70 67 62 58 57
10 23 4:30 65 68 63 62 59
11 32 5:00 60 68 66 65 60
12 29 5:30 60 64 51 53 57
13 16 6:00 60 56 51 50 48
14 28 6:30 55 56 51 46 46
15 29 7:00 55 54 50 45 42
16 20 7:30 54 50 45 43 41
17 25 8:00 50 47 42 39 38
18 23 8:30 51 49 56 48 38
19 26 9:00 62 61 58 55 53
20 21 9:30 62 93 56 54 52
21 16 10:00 60 93 56 54 49
22 26 10:30 59 90 53 52 49
23 31 11:00 58 89 52 50 45
24 26 11:30 57 87 50 49 45
25 24 12:00 55 86 49 47 44
26 18 12:30 54 54 49 40 43
27 26 13:00 50 48 43 40 39
28 21 13:30 50 48 43 40 41
29 31 14:00 50 49 44 42 41
30 18 14:30 50 49 44 42 41
31 22 15:00 66 98 63 42 60
15:30 40 38 33 30 26
16:00 40 38 33 30 26
16:30 30 21 18 23 17
17:00 25 21 18 16 14
17:30 25 21 18 16 14
18:00 25 21 18 16 14
18:30 25 21 18 16 14
19:00 25 21 18 16 14
19:30 20 18 17 14 12
20:00 20 18 15 10 7
20:30 20 18 15 10 7
21:00 20 18 15 10 7
21:30 19 6 5 7 7
22:00 10 5 3 1 0
22:30 10 5 3 1 0
23:00 10 5 3 1 0
23:30 10 5 3 1 0
 View Dashboard

hat tab, then "UnProtect Sheet". There is no password.

5. Gauge One 6. Gauge Two

ve entries your chart will Just enter the % you want Just enter the % you want to Pie Charts are often easier to re
e next available row. To to show on the dial. show on the dial. if you sort values from highest
ete" then "Table Rows." lowest. If you want to do this th
Add the target. Add the target. use the dropdown next to the
Number header to Sort from
The other cells are calcs The other cells are calcs Largest to Smallest to see the
needed by the chart needed by the chart largest section on the right of t
pie.

Chart Title Chart Title

Service Level Abandon %

Comment Box Comment Box

on Tuesdays Target not achieved Target not achieved

Sat Sun 86% 17%

6 5 14% 83%
9 5 100% 100%
38 35
38 36 Target Target
38 36 90% 20%
46 37
50 47 -4% -3%
53 49
55 53
57 54
57 55
51 55
45 41
40 33
37 33
37 32
37 32
46 44
51 46
44 46
44 42
43 41
43 38
39 38
39 35
38 32
35 32
39 32
39 35
39 35
55 53
24 20
24 20
20 12
13 8
13 8
13 8
13 8
13 8
8 4
6 1
6 1
6 1
2 0
0 0
0 0
0 0
0 0
7. Pie Chart 8. Metrics
Pie Charts are often easier to read The dashboard pulls numbers directly Bar Charts are often easier to read
if you sort values from highest to from the cells below. You can change sort them from highest to lowest. I
lowest. If you want to do this then their names if you'd like to. want to do this then use the dropd
use the dropdown next to the next to the Number header to Sort
Number header to Sort from Smallest to Largest to see the large
Largest to Smallest to see the on the top.
largest section on the right of the
pie.

Chart Title Chart Title

Employee Satisfaction Call Reason Codes

Comment Box Comment Box

Next Survey due in 3 weeks Complaints going down nicely

Text Number Reason Number

Very Satisfied 50 Customer Service 382
Satisfied 15 Password Reset 128
Neutral 15 Refund Request 23
Unsatisfied 10 Returns 216
Very Unsatisfied 10 Complaint 16
 9. Bar Chart
Bar Charts are often easier to read if you
sort them from highest to lowest. If you
want to do this then use the dropdown
next to the Number header to Sort from
Smallest to Largest to see the largest bar
on the top.

Chart Title
Customer Satisfaction

Comment Box
Comment on Bar Chart

Text Number
Very Satisfied 50
Satisfied 15
Neutral 15
Unsatisfied 10
Very Unsatisfied 10