Dashboard Title: Operations Dashboard
Subtitle: Analyzing Call Volume, Major Incidents, and Resolver Performance
Overall Summary: This dashboard provides an overview of the operations performance of a company. It includes insights into call volume, major incidents, and resolver performance. It also provides a comparison of the current month’s performance to the prior month’s performance.
What Insights Can Be Gained:
Monitor call volume and average daily calls by region
Track major incidents month-to-month
Analyze the percentage of resolved incidents within SLA by resolver group
Compare the current month’s performance to the prior month’s performance
Who Can Benefit from Using the Dashboard:
Executives looking for an overview of operations performance
Operations managers looking for insights into call volume, major incidents, and resolver performance
Analysts looking for trends in performance
How They Would Benefit:
Executives would be able to quickly gain an understanding of the company’s operations performance
Operations managers would be able to track call volume, major incidents, and resolver performance
Analysts would be able to identify trends in performance and take action to improve operations
20,408
Call Vol
MTD Major
9.0%
Jan
TEKsystems
Own change
January
100.0%
MTD Tier 1 Availability
MTD Call Volume & Average Daily Calls by Region
Avg Daily
Call
Volume
18,183
1,539
686
AMER
EMEA APAC
% Call Abandon Rate Monthly Trend
8.7% 8.0 % 8.1 % 7.0%
Mar
Executive Summary – Operations
0 Hrs
MTD Major
Current Month Resolved Incidents
Distribution
by Resolver Group
March
May
% CSAT Monthly Trend
96.8% 95.0% 93.0 % 88.9 % 98.9 % 98.0 % 99.0 % 99.1%
May
4.0% 3.0%
Jul
Call
Volume
July
Major Incidents Monthy Trend
848
MTD
2.0%
Sep
September
Resolver C1
40.6%
Resolver
3.3%
Resolver A1
Resolver B1
Resolver B2
Resolver C1
Aug’ 18
Jul
Aug
Aug
Aug
Jul
Aug
Provider
B
Provider 67.8%
A
Resolver A1
37.5%
Resolver B1
18.6%
Prior Month and Current Month % Resolved Incidents within SLA by
Resolver Group
P2
97.9%
P1
Data Refresh Date
1/13/2023
Current Month Average % Resolved
Incidents within SLA
by Resolver Group
84.8%
61.4%
Resolver A1
Resolver B1
Resolver B2
Resolver C1
% Resolved Incidents within SLA Trend by Service Provider
P3
85 6960
99.3%
97.3%
€
77.8%
P4
70.1% 71.1% 73.4 % 74.1% 72.6% 72.6 % 72.6%
97.8% 94.9%96.5% 99.3 % 95.6% 97.4 % 97.4%97.4%
91 5% 91 596915%