Call Center Dashboard (CC01US01)

1. Problem Statement

User Roles

Call Center Representative: Front-line agents handling customer calls and inquiries
Call Center Supervisor: Team leads managing call center operations and performance

Pain Points

Call Center Representative:

Lack of centralized view of daily performance metrics and workload
No quick access to consumer information during calls, leading to longer handling times
Inability to perform common actions (payments, service requests) without navigating multiple systems
No visibility into recent interaction history with consumers
Difficulty tracking personal and team performance metrics

Call Center Supervisor:

No real-time visibility into team performance and call center operations
Unable to monitor key metrics like calls handled, payments collected, and service requests
Lack of oversight into complaint resolution and service request status
Difficulty identifying performance trends and areas needing attention

Core Problem

Call center staff lack a unified dashboard that provides essential operational metrics, quick consumer access, and streamlined action capabilities, resulting in inefficient customer service delivery and reduced productivity.

2. Who Are the Users Facing the Problem?

Call Center Representative: Customer service agents who handle incoming calls, process payments, create service requests, and log complaints. They need quick access to consumer information and the ability to perform multiple actions without system switching.

Call Center Supervisor: Team leads and managers who oversee call center operations, monitor performance metrics, and ensure service quality. They require visibility into team performance and operational statistics.

Access Requirements: Both roles should have access to this dashboard, with supervisors having additional access to team-wide metrics and management features.

3. Jobs To Be Done

For Call Center Representative: When I need to handle customer calls efficiently and provide excellent service, But I lack a centralized view of my daily activities, consumer information, and quick action capabilities, Help me access a unified dashboard with performance metrics, consumer search, and integrated action tools, So that I can reduce call handling time and improve customer satisfaction.

For Call Center Supervisor: When I need to monitor call center performance and manage my team effectively, But I don't have real-time visibility into operational metrics and team activities, Help me view comprehensive dashboard analytics and team performance indicators, So that I can make informed decisions and ensure optimal service delivery.

For Call Center Representative: When I need to access consumer information during active calls, But I have to navigate through multiple systems causing delays, Help me search and view consumer details instantly with quick action options, So that I can provide immediate assistance and reduce customer wait time.

4. Solution

The Call Center Dashboard provides a comprehensive, role-based interface that centralizes all essential call center operations and metrics in a single, intuitive platform.

Key Capability Areas

1. Today's Overview & Performance Metrics

Real-time display of calls handled, payments collected, service requests created
Individual and team performance indicators
Complaint registration and resolution tracking

2. Consumer Search & Quick Access

Instant consumer search functionality with auto-complete
Comprehensive consumer profile display
Recent interaction history and account status

3. Integrated Quick Actions

One-click calling functionality
Embedded payment processing
Service request creation workflow
Complaint logging system

4. Recent Interactions Management

Chronological view of recent consumer calls
Interaction notes and follow-up tracking
Call outcome documentation

5. Performance Analytics & Reporting

Personal productivity metrics
Team comparison dashboards
Trend analysis and insights

6. Communication Tools

Integrated telephony controls
Call routing and transfer capabilities
Internal messaging system

7. Workflow Management

Task queue and priority management
Follow-up reminders and scheduling
Escalation tracking and management

5. Major Steps Involved

Call Center Representative Flow

Daily Dashboard Access:

Log into SMART360 call center module
View personal dashboard with today's overview metrics
Review assigned tasks and pending follow-ups
Check team performance indicators

Consumer Interaction Workflow:

Receive incoming call or initiate outbound call
Use consumer search bar to locate customer account
Select consumer from search results to view profile
Review recent interaction history and account status
Perform required actions (payment, service request, complaint)
Document call outcome and any follow-up requirements
Update interaction log with notes and resolution

Quick Action Processing:

Access quick action panel from consumer profile
Select appropriate action (call, payment, service request, complaint)
Complete action workflow within dashboard interface
Confirm action completion and update consumer record
Generate any required notifications or confirmations

Call Center Supervisor Flow

Performance Monitoring:

Access supervisor dashboard with team overview
Review real-time performance metrics for all agents
Monitor call volume, resolution rates, and queue status
Identify performance trends and areas of concern

Team Management:

View individual agent performance metrics
Monitor service level adherence and quality scores
Review complaint escalations and resolution status
Generate performance reports and analytics

6. Flow Diagram

7. Business Rules

KPI's

Calls handled - number of calls entries from the user for the current day
Payments collected - total payments entried from the user for the current day
Service Requests - number of service requets raised by the user for the current day
Complaints - number of complaints raised by the user for the current day

Search consumer

User can search consumer by name, account number, phone number, email id
Search results displays the below fields:
- Name
- Account number
- Status
- phone number
- email
- Service address
- Category
- sub category
- plan
- balance
- last pay
- last payment date
- quick actions - Pay, service, complaints, download bill, view

Recent costomer interactions

User can view the recent customer calls made by the user
User can view details :
- Name
- call purpose
- date
- time

Quick actions

Call consumer
- Search consumer - user can search consumer by name, account number, phone number, email id
- Search results display - name, account number, status, service address, phone, email
- on consumer selection display consumer information - name, account number, status, service address, phone, email
- Select call purpose - dropdown field with values: Payment related, complaint related, disconnection related, reconnection related, self service related, transfer related, outstanding related, service related
- Call script - display the call scripts and quick tips for each call purpose
  - Payment Related - Hello, I'm calling regarding your recent payment or payment arrangement. I'd like to confirm the details and ensure everything is processed correctly. Do you have your account information available?
  - Complaint Related - Thank you for contacting us. I understand you have a concern you'd like to discuss. I'm here to help resolve this matter for you. Could you please provide me with the details of your complaint?
  - Service Related - Hello, I'm calling regarding your service request. I want to ensure we're addressing your needs properly. Could you please confirm the nature of your service requirement?
  - Disconnection Related - I'm calling regarding a disconnection notice or request on your account. I'd like to discuss the details and see how we can assist you with this matter.
  - Reconnection Related - Hello, I'm calling about your reconnection request. I'm here to help facilitate the restoration of your service. Let me review your account details.
  - Self Service Related - I'm calling to help you with our self-service options that can make managing your account more convenient. Would you like me to walk you through these features?
  - Transfer Related - I'm calling regarding a transfer request on your account. I want to ensure we have all the necessary information to process this smoothly.
  - Outstanding Related - Hello, I'm calling regarding outstanding amounts on your account. I'd like to discuss payment options and help resolve this matter with you.
- Quick Tips (same for all):
  - Listen actively to customer concerns
  - Take detailed notes during the call
  - Confirm all information before ending
  - Offer additional assistance if needed
- Call status - dropdown with values connected , not connected, not picked
- Call date - date field - date cannot be of past - pre filled for the current date
- Call Time - Time field - pre filled for the current time
- Notes - text box
- When User minimize the modal then there will be a dialog box in the botton right corner showing consumer name, call purpose and notes where user can write notes. User can maximize the dialog box and then can save details
- The call entry will be visible in the consumer detail view - communication tab.
Process Payments - open the payments form
Create Service request - Open the service request form
Log complaint - open the complaint form

8. Sample Data

Today's Overview Sample Data

Calls Handled: 47 (number of call entries by user for current day)
Payments Collected: $12,450 (total payments entered by user for current day)
Service Requests: 23 (number of service requests raised by user for current day)
Complaints: 8 (number of complaints raised by user for current day)

Consumer Search Sample Data

Name: John Smith
Account Number: ACC-001234
Status: Active
Phone Number: (555) 123-4567
Email: john.smith@email.com
Service Address: 123 Main St, Anytown, ST 12345
Category: Residential
Sub Category: Water Service
Plan: Standard Monthly
Balance: $156.78
Last Pay: $89.45
Last Payment Date: 2024-01-15

Recent Customer Interactions Sample Data

Name: John Smith
Call Purpose: Payment related
Date: 2024-01-20
Time: 14:30:00

Quick Actions Sample Data

Call Consumer Sample:

Consumer Selected: John Smith (ACC-001234)
Call Purpose: Payment Related
Call Script: "Hello, I'm calling regarding your recent payment or payment arrangement. I'd like to confirm the details and ensure everything is processed correctly. Do you have your account information available?"
Quick Tips: Listen actively to customer concerns, Take detailed notes during the call, Confirm all information before ending, Offer additional assistance if needed
Call Status: Connected
Call Date: 2024-01-20
Call Time: 14:30
Notes: "Customer confirmed payment of $89.45 received and processed successfully"

9. Acceptance Criteria

The system must display today's overview with real-time KPIs: calls handled (count of call entries), payments collected (total amounts entered), service requests (count raised), and complaints (count raised) for current day
The system must allow consumer search by name, account number, phone number, and email ID with minimum 3 characters
The system must display search results with Name, Account Number, Status, Phone Number, Email, Service Address, Category, Sub Category, Plan, Balance, Last Pay, and Last Payment Date
The system must provide quick actions for Pay, Service, Complaints, Download Bill, and View from search results
The system must display recent customer interactions showing Name, Call Purpose, Date, and Time for calls made by the user
The system must limit recent interactions display to 5 entries sorted by most recent first
The system must provide Call Consumer quick action with consumer search functionality
The system must display selected consumer information including name, account number, status, service address, phone, and email
The system must provide call purpose dropdown with values: Payment related, Complaint related, Disconnection related, Reconnection related, Self service related, Transfer related, Outstanding related, Service related
The system must display predefined call scripts based on selected call purpose
The system must show standard quick tips for all call purposes: Listen actively, Take detailed notes, Confirm information, Offer additional assistance
The system must provide call status dropdown with values: Connected, Not connected, Not picked
The system must default call date to current date and prevent past date selection
The system must default call time to current time with manual override capability
The system must require notes field completion before saving call entry
The system must create persistent dialog box in bottom right corner when call modal is minimized
The system must display consumer name, call purpose, and notes in minimized dialog
The system must allow call entry maximization from minimized dialog
The system must sync call entries to consumer communication tab automatically
The system must open respective forms for Process Payments, Create Service Request, and Log Complaint quick actions
The system must validate phone number and email formats in search functionality

10. Process Changes

Process Area	From	To	Impact Analysis
Call Handling	Representatives switch between 3-4 different systems during calls	Single dashboard interface with integrated functionality	40% reduction in call handling time, improved customer experience
Performance Monitoring	Manual compilation of daily metrics from multiple reports	Real-time dashboard with automated metric collection	75% reduction in administrative time, immediate performance visibility
Consumer Information Access	Navigate through multiple screens and systems to find customer data	Instant search with comprehensive profile display	60% faster information retrieval, reduced customer hold time
Payment Processing	Transfer calls to billing department or use separate payment system	Integrated payment processing within dashboard	50% reduction in payment processing time, elimination of transfer delays
Service Request Creation	Paper forms or separate system entry with manual data transfer	Digital workflow with automatic sync to field operations	80% reduction in data entry errors, faster service delivery
Complaint Management	Manual logging in spreadsheets or separate complaint system	Integrated complaint logging with automatic routing	90% improvement in complaint tracking accuracy, faster resolution
Team Supervision	Weekly performance reports and manual observation	Real-time performance monitoring with instant alerts	100% increase in performance visibility, proactive issue identification
Interaction Documentation	Paper notes or separate CRM system entry	Integrated interaction logging with automatic timestamping	70% improvement in documentation completeness, better customer history

11. Impact from Solving This Problem

Impact Category	Metric	Improvement Description
Operational Efficiency	Average Call Handling Time	40% reduction through streamlined workflows and integrated systems
Customer Satisfaction	First Call Resolution Rate	25% increase due to better information access and quick action capabilities
Agent Productivity	Calls Handled Per Day	30% increase through elimination of system switching and automated processes
Revenue Collection	Payment Processing Time	50% faster processing leading to improved cash flow
Service Quality	Service Request Accuracy	80% reduction in errors through digital workflows and validation
Management Visibility	Performance Monitoring	Real-time insights enabling proactive management decisions
Compliance	Documentation Completeness	90% improvement in interaction logging and audit trail maintenance
Cost Reduction	Training Time for New Agents	60% reduction through intuitive interface and integrated workflows

12. User Behavior Tracking

Call Center Representative Metrics

Event	Properties	Questions Answered
Dashboard Access	userId, timestamp, sessionDuration	How frequently do representatives use the dashboard? What's the average session time?
Consumer Search	searchQuery, resultsCount, selectionTime	What are common search patterns? How quickly do users find target consumers?
Quick Action Usage	actionType, completionTime, success/failure	Which quick actions are most popular? What's the success rate for each action type?
Interaction Logging	interactionType, duration, outcomeCategory	How well are representatives documenting interactions? What are common call outcomes?
Performance Metrics View	metricsViewed, timeSpent	Which performance indicators do representatives monitor most?

Call Center Supervisor Metrics

Event	Properties	Questions Answered
Team Performance Review	agentsViewed, timeSpent, actionsTriggered	How actively do supervisors monitor team performance? Which agents receive most attention?
Report Generation	reportType, frequency, shareMethod	What types of reports are most valuable? How often are reports generated and shared?
Alert Response	alertType, responseTime, resolutionAction	How quickly do supervisors respond to performance alerts? What actions are taken?
Dashboard Customization	widgetsAdded, layoutChanges	How do supervisors prefer to organize their dashboard view?

System Performance Metrics

Event	Properties	Questions Answered
Search Performance	queryTime, resultAccuracy, userSatisfaction	Is search functionality meeting performance expectations?
Integration Success	systemCalled, responseTime, errorRate	How well are external system integrations performing?
Error Occurrences	errorType, frequency, userImpact	What are the most common system issues? How do they affect user productivity?
Feature Adoption	featureUsed, adoptionRate, userFeedback	Which dashboard features are being adopted? What drives feature usage?

These metrics will help answer critical questions about user adoption, system performance, process improvement opportunities, and the overall impact of the dashboard on call center operations.

13. Wireframe

https://preview--customer-service-dashboard-view-56.lovable.app/