Inbound Call Center Data Analysis & Interactive Excel Dashboard

Inbound Call Center Data Analysis & Interactive Excel Dashboard

Enhance your call center’s performance with the Call Center Data Analysis & Interactive Dashboard, a professional-grade Excel Dashboard by Other Levels. Designed to provide comprehensive insights into call center operations, this tool simplifies data analysis and visualizes key metrics for better decision-making.

Track essential metrics such as total inbound calls, talk time, and time in queue to assess your team’s efficiency. Gain a detailed breakdown of call activity with metrics grouped by business hours, outside business hours, and weekends, enabling precise performance analysis. Interactive line charts reveal daily call trends and calls per hour, offering a clear view of peak activity periods.

Measure success with SLA-focused insights, including SLA target achievement percentages, and evaluate performance by analyzing calls by agent, country, and skill group. The dashboard also includes critical categorization of calls—answered, abandoned, errors, and more—ensuring no detail is overlooked.

To support tailored analysis, the dashboard features three intuitive slicers for filtering data by month, day, and skill group, making it easy to customize insights to specific needs. This user-friendly design ensures accessibility for call center managers, analysts, and decision-makers alike.

Perfect for optimizing operations, tracking agent performance, and improving service levels, the Call Center Data Analysis & Interactive Dashboard transforms raw data into actionable intelligence. With its detailed analytics, visual clarity, and dynamic interaction, this Excel-based tool empowers teams to enhance efficiency and achieve operational excellence.

Experience seamless data analysis and unlock the full potential of your call center operations with this cutting-edge solution by Other Levels.

Key Features

• Total Inbound Calls
• Total Calls Time
• Time in Queue
• A banded Time
• Talk Time
• Total Agents
• Calls by Quarters
• Monthly Calls
• Total Calls hours by Business hours, Outside business hours, and weekends
• Total calls by (Aband, Other, Answered, Error, Abandoning)
• Calls by Skill
• line chart showing daily calls
• line chart showing calls per hour
• SLA Target Achieve and percentage
• Calls by Agents
• Calls by Country 
• Overall performance comment
• Three slicers (Monthly, Daily, and Skill Group)