Standard Dashboards: Short/Long Inbound Call Analysis

“What should I look for?”

• Since this is aggregate data, you’re looking for outliers that stand out across your dataset. (e.g. does an agent have significantly different talk time compared to the rest of their peers?)

“How often should I check this dashboard?”

• Since this is a look back at the previous week (Monday - Friday), it’ll refresh every Monday. We’d recommend you check it when it populates so that you can spot trends as they emerge.

“What do I do with the information?” (suggested actions or filters)

• In Preview Mode, hover over the three large charts, comparing individual agent data to the group averages on the left side of the dashboard. Look for any unusual data for the listed metrics. Then, head over to [agent interaction summaryreport] and dig into individual interactions that fall out of band. (e.g. If you see that Adam Agent has significantly higher talk time, go to Adam’s calls in the [agent interaction summaryreport] and listen to a few calls with high talk time to understand what’s going on)