.Customer Care - Calls Dashboard vU16

The Customer Care - Calls dashboard displays the analytics data of specific Key Performance Indicators (KPIs) of inbound and outbound calls. You can use the advanced search option to filter the data related to KPIs. The KPIs are also presented as charts. You can create customized insights by using the charts.

Filtering Data

You can filter the data by using different parameters and view insights according to your selection.

To filter data:

1. Go to the Analytics tab and click Customer Care - Calls.

2. Filter the data by using the following filters:

   Field	Description
   Date Range	Date range to filter KPIs.
   Transaction Type	Whether the call is inbound or outbound.
   Call Center Name	Name of the call center to which the agent belongs.
   Service Name	Name of the service assigned to the agent.
   Agent Team Name	Name of the agent team.
   Agent Name	Name of the agent.

After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.

Viewing KPIs

KPIs allow you to analyze inbound and outbound calls. You can set alerts for KPIs to trigger emails when the KPI reaches the specified limit.

To view KPIs and set alert for KPIs:

1. Go to the Analytics tab and click Customer Care - Calls.

2. View the following KPIs on the dashboard:

   Field	Description
   Total Inbound Calls	Total number of inbound calls for the specified filter criteria.
   % Inbound Abandoned	Percentage of inbound calls that were abandoned. Calculated by using the formula: Total Calls Abandoned (Inbound) / Total Inbound Calls
   Service Level%	Percentage of calls transferred to agents within 20 seconds. You can customize this based on your SLA definition.
   Average Speed of Answer (ASA)	Average time taken by an agent to answer a call after the customer is placed in the queue.
   Average Handle Time (AHT)	Average duration of an interaction with a customer.
   First Call Resolution (3 Day Repeat)	Percentage of inbound calls resolved in the first attempt with no repeat calls for the same issue within 3 days. This can be customized based on your SLA definition.

3. If you want to set an alert for a KPI, click the bell icon  on the KPI.
4. Specify when you want to receive the alert and click Set Alert.

Exploring Insights

The dashboard displays hourly insights, insights related to trends, and insights related to outcomes. The Customer Care - Calls dashboard displays the following insights:

To view further details of the insights by using measures and attributes available in the insight: 

1. On the insight, click the ellipsis icon  and then click Explore from here. The insight opens in a new window.

2. Customize the insight by dragging and dropping measures and attributes from the data zones.

Exporting the Dashboard to PDF

You can export the dashboard to PDF. To export:

1. Go to the Analytics tab and click Customer Care - Calls.
2. On the upper-right corner of the dashboard, click  and then click Export to PDF.

The dashboard gets exported.

Scheduling Emails

You can configure email delivery so that the dashboard is sent as an email attachment to the email ID you specify.

To schedule emails:

1. Go to the Analytics tab and click Customer Care - Calls.
2. On the upper-right corner of the dashboard, click  and then click Schedule emailing. The Schedule email delivery window appears.
   
   
   
3. In the To field, add the email ID of the recipient.
4. In the Subject field, if you want to change the subject, edit the existing subject line.
5. In the Message field, if you want to change the message, edit the existing message.
6. From the First occurrence calendar, select a date and time on which you want to receive the first email.
   Emails are sent based on the timezone you are in.
7. From the Repeats drop-down, select a frequency for the emails.
8. Click Schedule.