Call Center - Performance Analytics
High-density real-time data and agent performance
Last updated: 2:03:50 PM
Specialized Sub-Dashboards
Deep-dive into specific operational areas with comprehensive analytics
First-Call Resolution
78%
FCR rate
↑ 3.2%vs last month
Avg Idle Time
2.4 min
Between calls
Abandonment Rate
12.0%
Calls abandoned
↓ 2.1%vs last month
Active Agents
3
4 total agents
Avg Quality Score
4.6
124 evaluations
SLA Compliance
94%
18s avg answer time
Sentiment Analysis
Agent Performance Dashboard
| Agent | Status | Queue | FCR | Calls | Avg Handle | Revenue | Rating |
|---|---|---|---|---|---|---|---|
| Sarah K. | Available | Sales | 82% | 47 | 4.2 min | $12K | 4.8★ |
| Mike R. | On Call | Support | 75% | 52 | 3.8 min | $11K | 4.6★ |
| Lisa T. | Available | Sales | 89% | 41 | 4.5 min | $13K | 4.9★ |
| David L. | Break | Support | 71% | 48 | 4.1 min | $10K | 4.5★ |
Hourly Call Volume, Abandonment & Wait Time
Queue Status - Real-Time
Sales
3 waitingAgents
2
Avg Wait
1.2 min
SLA
92%
Support
5 waitingAgents
2
Avg Wait
2.1 min
SLA
85%
Billing
1 waitingAgents
1
Avg Wait
0.8 min
SLA
95%
Recent Quality Evaluations
Sarah K.
Excellent product knowledge
4.8
2025-01-22
Lisa T.
Outstanding customer service
4.9
2025-01-21
Mike R.
Good, room for improvement
4.5
2025-01-20
SLA Performance Metrics
Answer Time
18s
Target: 20s
Compliance94%
First-Call Resolution
78%
Target: 80%
Compliance98%
Customer Satisfaction
4.6
Target: 4.5
Compliance102%