{"id":8693,"date":"2020-07-01T06:34:00","date_gmt":"2020-07-01T06:34:00","guid":{"rendered":"https:\/\/ubiq.co\/tech-blog\/?p=8693"},"modified":"2025-08-18T04:39:37","modified_gmt":"2025-08-18T04:39:37","slug":"top-5-call-center-dashboard-reporting-analytics-tips-for-you","status":"publish","type":"post","link":"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/","title":{"rendered":"Top 5 Call Center Dashboard Reporting &amp; Analytics Tips For You"},"content":{"rendered":"\n<p>Call Center Dashboard Reporting &amp; Analytics make it easy for businesses to measure call center performance, and track customer service KPI metrics to achieve operational excellence. Here are the top 5 call center dashboard reporting &amp; analytics tips you can apply to your business.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#What_is_a_Call_Center_Dashboard\" >What is a Call Center Dashboard?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#Benefits_of_Call_Center_Dashboard\" >Benefits of Call Center Dashboard<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#Top_5_Call_Center_Dashboard_Reporting_Analytics_Tips_For_You\" >Top 5 Call Center Dashboard Reporting &amp; Analytics Tips For You<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#1_Set_Your_Customer_Service_Goals\" >1. Set Your Customer Service Goals<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#2_Pick_the_Right_KPI_metrics\" >2. Pick the Right KPI metrics<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#3_Help_Your_Agents_Do_Better\" >3. Help Your Agents Do Better<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/ubiq.co\/tech-blog\/top-5-call-center-dashboard-reporting-analytics-tips-for-you\/#4_Monitor_all_touchpoints\" >4. Monitor all touchpoints<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_a_Call_Center_Dashboard\"><\/span>What is a Call Center Dashboard?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>A <a href=\"\/software\/customer-service-dashboard\">Call Center Dashboard<\/a> allows you to measure key performance metrics and KPIs about your call center and customer service processes from one place. It is meant for customer support managers and call center executives to help track their performance against goals, and achieve operational excellence.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Benefits_of_Call_Center_Dashboard\"><\/span>Benefits of Call Center Dashboard<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Here are the benefits of call center dashboard<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Call center metrics dashboard help you regularly monitor and improve key performance metrics of your call center.<\/li>\n\n\n\n<li>It helps improve customer satisfaction<\/li>\n\n\n\n<li>Call center dashboards give insights into customer agent performance, and identify those agents in need of training and assistance. This improves employee performance and keeps them happy.<\/li>\n\n\n\n<li>It also helps call center managers spot service inefficiencies and improve processes<\/li>\n\n\n\n<li>Analyzing call center data helps you explore every aspect of call center performance, share insights with your team and collaboratively improve performance.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Top_5_Call_Center_Dashboard_Reporting_Analytics_Tips_For_You\"><\/span>Top 5 Call Center Dashboard Reporting &amp; Analytics Tips For You<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Here are 5 key call center dashboard reporting &amp; <a href=\"\/data-analysis-tool\">analytics<\/a> tips you can use to improve call center performance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Set_Your_Customer_Service_Goals\"><\/span>1. Set Your Customer Service Goals<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The best call center dashboards help businesses achieve specific customer service goals. Once you have set clear contact center goals, you can determine key metrics to measure performance and build call center dashboards to track them.<\/p>\n\n\n\n<p>Sit down with your team and brainstorm 2-3 areas of your call center performance that you want to improve.<\/p>\n\n\n\n<p>Here are some questions to consider:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Can we improve overall responsiveness?<\/li>\n\n\n\n<li>How can we improve call resolution?<\/li>\n\n\n\n<li>Which issue areas take most time for resolution? How do we track them?<\/li>\n\n\n\n<li>How to improve customer service communication?<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Pick_the_Right_KPI_metrics\"><\/span>2. Pick the Right KPI metrics<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>There are tons of customer service KPI metrics that you can monitor for contact center performance. However, it is important to measure the right call center KPIs that align with your above goals.<\/p>\n\n\n\n<p>For example, if you want to improve call responsiveness, it is important to measure overall response time as well as response time by issue topics. You also need to monitor daily &amp; hourly average response times to understand when your call center gets overloaded with issues.<\/p>\n\n\n\n<p>If you choose the right customer support metrics and KPIs, they will help improve customer service department&#8217;s performance.<\/p>\n\n\n\n<p>Here are some of the key metrics you should measure:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Number of issues\/calls in past 24 hours<\/li>\n\n\n\n<li>Overall average response time<\/li>\n\n\n\n<li><a href=\"https:\/\/www.atlassian.com\/itsm\/service-request-management\/first-call-resolution\">First Call Resolution<\/a><\/li>\n\n\n\n<li>Daily Average Response Time<\/li>\n\n\n\n<li>Daily Abandonment rate<\/li>\n\n\n\n<li>Number of Issues by Topic<\/li>\n\n\n\n<li>Top performing agents<\/li>\n\n\n\n<li>Average Hold Time<\/li>\n\n\n\n<li>Daily Average Transfer Rate<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Help_Your_Agents_Do_Better\"><\/span>3. Help Your Agents Do Better<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Every call center is run by an army of dedicated call support agents who have to deal with a wide range of problems and issues, faced by your customers.<\/p>\n\n\n\n<p>If they are not well-trained and motivated, their performance will suffer and your contact center will get affected.<\/p>\n\n\n\n<p>So it is important to analyze the performance of your call agents, identify areas where they need additional coaching and support, and monitor their performance regularly.<\/p>\n\n\n\n<p>Also look for areas of automation through videos, self-help, tutorials, etc.<\/p>\n\n\n\n<p>Monitor top performing agents in your call center dashboard and incentivize them to share best practices with others.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Monitor_all_touchpoints\"><\/span>4. Monitor all touchpoints<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Call centers have multiple touchpoints such as phone, social media, website, email, etc.<\/p>\n\n\n\n<p>Use your call center dashboard to track number of daily issues and performance for each medium, and allocate resources accordingly.<\/p>\n\n\n\n<p>Similarly, you can analyze your call center dashboard to identify the most troublesome areas(such as sign up, payment, login, etc) of your product\/service.<\/p>\n\n\n\n<p>A call center dashboard is a treasure-house of information to help your business improve customer service and satisfaction. It is a great tool for call center managers to run contact center operations, and valuable resource for call agents to improve individual performance.<\/p>\n\n\n\n<p>Here&#8217;s a call center dashboard example built using <a href=\"https:\/\/ubiq.co\">Ubiq<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"730\" height=\"1108\" src=\"https:\/\/i0.wp.com\/ubiq.co\/tech-blog\/wp-content\/uploads\/2020\/07\/call-center-dashboard.png?resize=730%2C1108&#038;ssl=1\" alt=\"call center dashboard\" class=\"wp-image-8695\" srcset=\"https:\/\/i0.wp.com\/ubiq.co\/tech-blog\/wp-content\/uploads\/2020\/07\/call-center-dashboard.png?w=1351&amp;ssl=1 1351w, https:\/\/i0.wp.com\/ubiq.co\/tech-blog\/wp-content\/uploads\/2020\/07\/call-center-dashboard.png?resize=768%2C1165&amp;ssl=1 768w, https:\/\/i0.wp.com\/ubiq.co\/tech-blog\/wp-content\/uploads\/2020\/07\/call-center-dashboard.png?resize=1012%2C1536&amp;ssl=1 1012w, https:\/\/i0.wp.com\/ubiq.co\/tech-blog\/wp-content\/uploads\/2020\/07\/call-center-dashboard.png?resize=1350%2C2048&amp;ssl=1 1350w\" sizes=\"auto, (max-width: 730px) 100vw, 730px\" \/><\/figure>\n\n\n\n<p><a href=\"http:\/\/ubiq.co\/\">Ubiq<\/a>&nbsp;makes it easy to visualize data in minutes, and monitor in real-time dashboards.&nbsp;<a href=\"http:\/\/ubiq.co\/accounts\/register\">Try it<\/a>&nbsp;Today!<\/p>\n\n\n\n<p>Also read:<br><a href=\"https:\/\/ubiq.co\/tech-blog\/top-5-dashboard-features-for-business-dashboards\/\">Top 5 Business Dashboard Features<\/a><br><a href=\"https:\/\/ubiq.co\/tech-blog\/how-to-choose-the-best-business-intelligence-software\/\">How to Choose Business Intelligence Software<\/a><br><a href=\"https:\/\/ubiq.co\/tech-blog\/financial-dashboards-reports-benefits-examples-kpis-metrics\/\">Financial Dashboards &#8211; Benefits, Examples &amp; Metrics<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Call Center Dashboard Reporting &#038; Analytics makes it easy to monitor call center performance and customer service KPI metrics. Here are the top 5 call center dashboard reporting &#038; analytics tips for you.<\/p>\n","protected":false},"author":1,"featured_media":8697,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[514],"tags":[539],"class_list":["post-8693","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-dashboards","tag-call-center-dashboard-reporting"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Top 5 Call Center Dashboard Reporting &amp; Analytics Tips For You - Ubiq BI<\/title>\n<meta name=\"description\" content=\"Call Center Dashboard Reporting &amp; Analytics makes it easy to monitor call center performance and customer service KPI metrics. 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