-> Total Number of Calls: track and display the total number of calls received by our call center over a specified period.
-> Total Call Duration in Hours: It is crucial to understand the total amount of time call center staff spend on calls in hours, which can help us in resource allocation and capacity planning
-> Total Call Duration in Minutes : Similar to the total call duration in hours, this KPI provides the total call time but in minutes, offering more granular view of call durations.
-> Average Call Duration in Minutes: To assess the efficiency of our agents, we need to calculate and display the average call duration in minutes. This metric can help identify trends in call handling.
-> Response time Percentage: Response time is a critical factor in customer satisfaction. This KPI should display the percentage of call answered within a predefined time frame, helping us gauge our ability to provide prompt service
-> Total call by Day (Column Chart): Display a column chart that shows the total number of call on each day over a specified time period.
-> otal calls by state (Filled Map chart): a filled map chart that visualizes the total number of call received from different states or regions.
-> Top Reason for Calls (Tree Map): Implement a tree map chart to display the top reasons for calls. Each box in the tree map represents a call reason
-> Total Calls by Channel (Donut Chart): a donut chart to showcase the distribution of calls by different communication channels.
-> Total Calls by Sentiment (Column chart): Utilize a column chart to illustrate the distribution of calls by sentiment (e.g. Positive, Negative, Neutral)
-> Total Calls by Call Centre (Bar Chart): a bar chart that presents the total number of call handled by each call centre or department.