تحليل اداء كول سنتر

يقوم المشروع علي تحليل اداء مركز الاتصال من خلال بعض المقاييس الا و هي

Answered Calls

Total handle time (THT)

Average Handle Time (AHT)

Service Level Agreement (SLA)

Percentage of answered calls (PCA%)

CSAT

FCR

وثم بعض المقاييس الاضافية الا وهي

•Tota l Ans Calls After Serves Level

•Total answered calls

•Total ban calls

•Total Talk Time in hours

•Hold Time In Hours Per Week of Year

•Average of Offered Calls and Total answered calls Per Day

•Distribution of Talk Time

•Distribution of average handle time per Language

•Distribution of Hold Time Per Language

يتكون المشروع من ثلاث dashboards وهيا

Main dashboard

Detail dashboard

Distributions dashboard