Overview of Call Volume, Major Incidents, and Resolved Incidents - Ynteractive

Web Page Operations Dashboard – Overview of Call Volume, Major Incidents, and Resolved Incidents

Desciption

Dashboard Title: Operations Dashboard

Subtitle: Overview of Call Volume, Major Incidents, and Resolved Incidents

Overall Summary: This dashboard provides an overview of operations data, including call volume, major incidents, and resolved incidents. It provides insight into the performance of the operations team and helps identify areas of improvement.

Key Insights:
Track call volume, major incidents, and resolved incidents on a monthly basis
Monitor % Call Abandon Rate, % CSAT, and % Resolved Incidents within SLA
Identify trends in performance by Resolver Group and Service Provider

Who Benefits:
Operations Managers: Monitor performance, identify areas of improvement, and make informed decisions.
Executives: Track progress, identify areas of improvement, and make informed decisions.
Service Providers: Monitor performance, identify areas of improvement, and make informed decisions.

Who Can Use:
Operations Managers
Executives
Service Providers

Benefits:
Monitor performance and identify areas of improvement
Make informed decisions based on data
Track progress and identify trends in performance

Data

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%
â‚¬
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%