A six-page Google Sheets dashboard for contact centres: calls, handle time, first call resolution, CSAT, wait and abandonment by queue, team, channel and shift, plus a Call ID lookup. Offline analysis – paste your own export.
Tag: call center metrics
Call Abandonment Rate KPI Dashboard in Google Sheets
Introduction The Call Abandonment Rate KPI Dashboard in Google Sheets is a comprehensive and ready-to-use template designed to help businesses monitor, analyze, and improve their call handling efficiency. Call abandonment rate is a vital Key Performance Indicator (KPI) that measures the percentage of calls that are terminated by the customer before reaching a service agent. […]
Customer Service KPI Scorecard in Google Sheets
A Customer Service KPI Scorecard in Google Sheets with 10 KPIs such as CSAT, NPS, FCR and AHT, MTD/YTD views, traffic lights against target and a KPI trend sheet.
Call Center KPI Dashboard in Google Sheets
Managing a call center effectively requires constant monitoring of various performance metrics. These metrics, often referred to as Key Performance Indicators (KPIs), help managers ensure that their team meets operational goals and delivers excellent customer service. Creating a Call Center KPI Dashboard in Google Sheets allows you to track these metrics efficiently and in real-time. […]