Call Centre Performance Dashboard

Problem Statement

Modern call centres handle thousands of customer inquiries daily, and ensuring a smooth, efficient, and customer-friendly experience is critical to business success. However, without a consolidated view of operational data, it’s difficult for management to:

• Identify which agents are performing well or struggling
• Understand call abandonment patterns and customer wait times
• Recognize peak call times and properly schedule staff
• Track customer satisfaction in real time

The challenge was to build a simple, intuitive, and insightful dashboard that provides real-time visibility into call centre KPIs, helping supervisors and business stakeholders make timely and informed decisions.

Project Objectives

The main goal of this project was to visualize call centre operations and agent performance data to support:

• Better resource allocation and agent coaching
• Monitoring of customer experience indicators
• Reduction of call wait times and abandonment
• Improved operational efficiency through data-driven decisions

Key Features and Insights

1. Top-Level KPIs

• Average Speed of Answer: 67.5 seconds