IT Monthly KPI Dashboard - Personal Project

In this dashboard we are building visualizations for our IT department on key KPI Metrics.

Link to Dashboard:

KPI Call Center Agent Performance Monthly Dashboard | Tableau Public

Overview:

• Total Calls Handled: Measures agent workload and call volume trends

Resolution Rates by Agents

Resolved Calls by Agents

Speed of Answer

• Average Handling Time (AHT): Assesses operational efficiency and time management.

Inbound Calls Today

• Average Call Volume by Day: Identifies which days of the week experience the highest and lowest call traffic, helping managers optimize scheduling and resource allocation.

Call Volume During Week

• First Call Resolution (FCR): Evaluates service quality and issue resolution effectiveness.

Resolution Rate

• Customer Satisfaction Score (CSAT): Reflects client experience and resolution effectiveness.

Satisfaction Rating

• Abandonment Rate: Highlights potential gaps in staffing or wait time management.

Mini Case Study:

• Client or Context: "A manager in the Call Center (Help Desk) wants a Monthly KPI Dashboard. We are to create a dashboard to give him useful information about this data, but he isn't sure exactly what he wants."

• Problem: "He wants to track how his employees are doing as well as some overall information about the calls.

• Solution: "Built an interactive dashboard with filters and trend analysis."

• Result: "Improved decision-making and reduced handling time."

Design Approach:

I used Tableau to create a clean, intuitive layout that allows users to:

• Compare agent performance across multiple KPIs.

• Filter by month or day and more to explore specific trends.

• Spot outliers and patterns that inform coaching and staffing decisions.

Impact:

This dashboard empowers call center managers to:

• Recognize high-performing agents and reward excellence.

• Identify training needs based on KPIs fluctuations.

• Reduce call wait times and improve customer satisfaction.

Make Strategic staffing decisions based on real-time insights.

Tools Used:

Tableau, Excel (for data prep), calculated fields, filters, and dynamic visuals.