Call Centre Performance Dashboard | لوحة أداء مركز الاتصال

📞 Call Centre Performance Dashboard | لوحة أداء مركز الاتصال

لوحة شهرية على Tableau لمتابعة أداء مركز الاتصال — حجم المكالمات، جودة الخدمة، وأداء الوكلاء في نظرة واحدة.

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🎯 الهدف | Purpose

Give operations & support managers one view to monitor call volume, service quality, and agent performance — and track how each metric moves month over month.

📈 أهم المؤشرات | Key Metrics (with sparklines vs. previous month)

📞 Incoming Calls: 139

⭐ CSAT: 2.36

✅ First Call Resolution (FCR) calls: 38

⏱️ Average Talk Time: 24.03 min

🗂️ التفاصيل | Breakdowns

🔝 Top 5 reasons by incoming calls

🏅 Top 5 agents by calls, FCR & CSAT (with reference lines)

🧩 Issues by type (%)

🔥 Activity heatmap by hour × weekday

🛠️ التفاعل | Interactivity

▫️ Month selector parameter

▫️ Reference / bullet lines for agent benchmarking

💡 أهم الاستنتاجات | Key Takeaways

✅ Hour × weekday heatmap reveals peak periods for better staffing

✅ Agent leaderboard highlights top performers & who needs coaching

✅ CSAT + FCR tracked together so quality issues surface early

🧰 الأدوات | Tools & Techniques

Tableau • Parameters • LOD calculations • KPI cards with sparklines • Bullet/reference lines • Heatmaps