This Tableau Accelerator allows you to:

* **Assess & Improve the performance of your Call Centre**
* **Increase our quality of service and customer satisfaction**
* **Identify your top performing agents**
* **Better allocate resources according to peak periods**
* **Assess training requirements for your agents**

[Demo video](https://www.youtube.com/watch?v=odQjoySHRAM)

### Answer key business questions

* How many incoming calls do we handle?
* How many calls were answered/abandoned?
* How long do callers wait before hanging up?
* How long do callers wait before having their call answered?
* Which level of service do we deliver to our customers? How satisfied are they?

### Monitor and improve KPIs

#### *Calls*

* Total Incoming Calls: Total number of incoming calls
* Incoming Calls (Daily): Average number of incoming calls per day worked
* Nb of Enquiries: Number of enquiries. An inquiry is a question which a customer asks in order to get some information. An enquiry can be subject to multiple calls.

#### *Level of Service*

* Total Abandoned Calls: Total number of calls that were abandoned
* Abandoned Calls %: Share of incoming calls that were abandoned (expressed in %)
* Total Answered Calls: Total number of calls that were answered by agents
* Answered Calls %: Share of answered calls compared to all incoming calls (expressed in %)
* FCR - First Contact Resolution: Number of inquiries that were resolved/closed at first call
* FCR - First Contact Resolution %: First Contact Resolution %: Share of inquiries that were resolved at first call (expressed in %)
* CSAT - Customer Satisfaction: Customer Satisfaction score (1 for unsatisfied, 5 for fully satisfied)

#### *Agents*

* Nb of Agents: Number of agents that have been handling at least one call over the period
* Incoming Calls per Agent: Average number of incoming calls per Agent
* Answered Calls per Agent: Average number of answered calls per Agent

#### *Time*

* AHT - Average Handle Time: Average Call Handle Time (Talk Time + Hold Time + After-call Tasks) (expressed in s)
* Avg Wait Time: Average time callers wait when calling the call centre (expressed in s)
* Avg Wait Time until Answer: Average time callers wait before having their call answered (expressed in s)
* Avg Wait Time until Abandon: Average time callers wait before hanging up (expressed in s)
* Avg Talk Time: Average talk time (expressed in s)

### Required attributes

* **Call #** (string): Call Unique Identifier
* **Call Date Time** (date): Date Time of the call
* **Abandon Flag** (string): expected values: “Y”, “N”. “Y” means the call was abandoned
* **First Contact Resolution Flag** (string): expected values: “Y”, “N”. “Y” means the issue was solved after the first contact
* **Customer** (string): Customer where the caller is working
* **Agent** (string): Agent who handled the call
* **Call Reason** (string): Reason for the call
* **Enquiry #** (string): Unique identifier of caller enquiry
* **Wait Time (s)** (numeric): Call Wait Time in seconds
* **Talk Time (s)** (numeric): Call Talk Time in seconds
* **Handle Time (s)** (numeric): Handle Time in seconds (Talk Time + Hold Time + After-call Tasks)
* **Customer Satisfaction** (numeric): 1 for unsatisfied, 5 for fully satisfied

Call Center

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