Salesforce Service Cloud - Voice Call

This Tableau Accelerator allows you to:

• Assess & Improve the performance of your Call Center
• Increase your quality of service and productivity
• Identify your top performing agents
• Better allocate resources according to peak periods

Demo video

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