<p>This Tableau Accelerator allows you to:</p>
<ul>
<li><strong>Assess &amp; Improve the performance of your Call Centre</strong></li>
<li><strong>Increase your quality of service and productivity</strong></li>
<li><strong>Identify your top performing agents</strong></li>
<li><strong>Better allocate resources according to peak periods</strong></li>
</ul>
<p><a target="_blank" rel="nofollow noopener" href="https://youtu.be/ZckfMsKgJEM">Demo video</a></p>
<h3>Answer key business questions</h3>
<ul>
<li>How many incoming calls do we handle?</li>
<li>How many incoming calls do we handle per day on average?</li>
<li>How many calls were abandoned?</li>
<li>How many calls were answered?</li>
<li>How long do callers wait before hanging up?</li>
<li>How long do callers wait before having their call answered?</li>
</ul>
<h3>Monitor and improve KPIs</h3>
<ul>
<li>Total Incoming Calls</li>
<li>Total Abandoned Calls</li>
<li>Avg Wait Time</li>
<li>Avg Wait Time until Answer</li>
<li>Avg Wait Time until Abandon</li>
<li>Avg Talk Time</li>
<li>Nb of Agents</li>
<li>Total Answered Calls</li>
<li>Abandoned Calls %</li>
<li>Incoming Calls per Agent</li>
<li>Answered Calls per Agent</li>
<li>Calls per Customer</li>
<li>Answered Calls %</li>
<li>Incoming Calls (Daily)</li>
</ul>
<h3>Required attributes</h3>
<ul>
<li>Call # (string)</li>
<li>Call Date Time (date)</li>
<li>Call Resolution (string): expected value “Resolved” or null</li>
<li>Previous Call # (string): If null and call “resolved” means the issue was solved on the first call</li>
<li>Abandon Flag (string)</li>
<li>Customer (string)</li>
<li>Agent (string)</li>
<li>Call Reason (string)</li>
<li>Wait Time (s) (numeric)</li>
<li>Talk Time (s) (numeric)</li>
</ul>
<h3>Understand the Data Model Requirements</h3>
<h4>The Accelerator shows data from these objects:</h4>
<ul>
<li>Voice Call</li>
<li>User</li>
</ul>


This Tableau Accelerator allows you to:

* **Assess & Improve the performance of your Call Centre**
* **Increase your quality of service and productivity**
* **Identify your top performing agents**
* **Better allocate resources according to peak periods**

[Demo video](https://youtu.be/ZckfMsKgJEM)

### Answer key business questions

* How many incoming calls do we handle?
* How many incoming calls do we handle per day on average?
* How many calls were abandoned?
* How many calls were answered?
* How long do callers wait before hanging up?
* How long do callers wait before having their call answered?

### Monitor and improve KPIs

* Total Incoming Calls
* Total Abandoned Calls
* Avg Wait Time
* Avg Wait Time until Answer
* Avg Wait Time until Abandon
* Avg Talk Time
* Nb of Agents
* Total Answered Calls
* Abandoned Calls %
* Incoming Calls per Agent
* Answered Calls per Agent
* Calls per Customer
* Answered Calls %
* Incoming Calls (Daily)

### Required attributes

* Call # (string)
* Call Date Time (date)
* Call Resolution (string): expected value “Resolved” or null
* Previous Call # (string): If null and call “resolved” means the issue was solved on the first call
* Abandon Flag (string)
* Customer (string)
* Agent (string)
* Call Reason (string)
* Wait Time (s) (numeric)
* Talk Time (s) (numeric)

### Understand the Data Model Requirements

#### The Accelerator shows data from these objects:

* Voice Call
* User

Salesforce Service Cloud - Voice Call

Assess & Improve the performance of your Call Centre: Incoming Calls, FCR, CSAT...

Salesforce Service Cloud - Voice Call

by Tableau

Description

Answer key business questions

Monitor and improve KPIs

Required attributes

Understand the Data Model Requirements

The Accelerator shows data from these objects:

Features

Resources