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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:

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

Consumer Interaction Workflow:

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

Quick Action Processing:

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

Call Center Supervisor Flow

Performance Monitoring:

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

Team Management:

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

6. Flow Diagram

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7. Business Rules

General

KPI's Rules

  • DashboardCalls datahandled must- refreshnumber everyof 30calls secondsentries from the user for real-timethe accuracycurrent day
  • AllPayments 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 performed- 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

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 Registered:Complaints: 8
  • Average Handling(number Time:of 4:32
  • Firstcomplaints Callraised Resolution:by 87%user for current day)

Consumer Search Sample Data

  • Consumer ID: CST-001234
  • 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
  • AccountCategory: Status: ActiveResidential
  • CurrentSub Category: Water Service
  • Plan: Standard Monthly
  • Balance: $156.78
  • Last Payment:Pay: $89.45
  • Last Payment Date: 2024-01-15
  • Service Type: Residential Water

Recent Customer Interactions Sample Data

  • InteractionName: ID:John INT-789012Smith
  • ConsumerCall ID:Purpose: CST-001234Payment related
  • Timestamp:Date: 2024-01-20
  • Time: 14:30:00

Quick Actions Sample Data

Call Consumer Sample:

  • Type:Consumer InboundSelected: CallJohn Smith (ACC-001234)
  • Duration:Call 6:45
  • Outcome:Purpose: Payment ProcessedRelated
  • 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 paidconfirmed outstandingpayment balanceof in$89.45 fullreceived and processed successfully"

9. Acceptance Criteria

  1. The system must display today's overview with real-time metrics forKPIs: calls handled,handled (count of call entries), payments collected,collected (total amounts entered), service requests,requests (count raised), and complaints (count raised) for current day
  2. The system must allow consumer search by name, account number, phone number, and email ID with auto-completeminimum functionality3 returningcharacters
  3. The system must display search results withinwith 2Name, secondsAccount Number, Status, Phone Number, Email, Service Address, Category, Sub Category, Plan, Balance, Last Pay, and Last Payment Date
  4. The system must provide quick action buttonsactions for calling,Pay, paymentService, processing,Complaints, serviceDownload request creation,Bill, and complaintView loggingfrom search results
  5. The system must display recent consumercustomer interactions inshowing chronologicalName, orderCall Purpose, Date, and Time for calls made by the user
  6. The system must limit recent interactions display to 5 entries sorted by most recent first
  7. The system must provide Call Consumer quick action with completeconsumer detailssearch functionality
  8. The system must display selected consumer information including name, account number, status, service address, phone, and email
  9. 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
  10. The system must display predefined call scripts based on selected call purpose
  11. The system must show standard quick tips for all call purposes: Listen actively, Take detailed notes, Confirm information, Offer additional assistance
  12. The system must provide call status dropdown with values: Connected, Not connected, Not picked
  13. The system must default call date to current date and prevent past date selection
  14. The system must default call time to current time with manual override capability
  15. The system must require notes field completion before saving call entry
  16. The system must create persistent dialog box in bottom right corner when call modal is minimized
  17. The system must display consumer name, call purpose, and notes in minimized dialog
  18. The system must allow representativescall toentry viewmaximization onlyfrom theirminimized own performance metricsdialog
  19. The system must allowsync supervisorscall entries to viewconsumer team-widecommunication metricstab and individual agent performanceautomatically
  20. The system must integrateopen withrespective existing telephony systemforms for one-clickProcess callingPayments, functionality
  21. TheCreate systemService must process payments securely through existing payment gateway integration
  22. The system must create service requests that sync with field operations module
  23. The system must log complaints with proper categorizationRequest, and priorityLog assignment
  24. TheComplaint systemquick must update all metrics in real-time without requiring page refresh
  25. The system must maintain interaction history for minimum 90 days
  26. The system must provide role-based access control preventing unauthorized data accessactions
  27. The system must validate allphone user inputs before processing actions
  28. The system must provide error handling with clear, actionable error messages
  29. The system must support concurrent usage by up to 50 call center representatives
  30. The system must maintain 99.5% uptime during business hours
  31. The system must log all user actions for auditnumber and complianceemail purposes
  32. The system must export performance reportsformats in PDFsearch and Excel formats
  33. The system must comply with data privacy regulations for consumer information displayfunctionality

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/


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