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...