My performance (CC01US02)

User Story Document: Call Center Representative Performance Dashboard

1. Problem Statement

User Role:

Call Center Representative - Customer service professional who manages 40-50 incoming customer calls daily, handles billing inquiries, processes payments, creates service orders, and resolves customer issues through phone interactions.

Pain Points:

1. Lack of Performance Visibility: Representatives cannot see their individual performance metrics, making it difficult to understand how well they're performing against expectations
2. No Progress Tracking: Unable to track daily/weekly progress toward monthly goals, leading to missed targets and reduced motivation
3. Limited Self-Assessment: Cannot identify areas for improvement or celebrate achievements without supervisor feedback
4. Inconsistent Performance Awareness: No real-time understanding of key metrics like payment collections, service requests raised, complaints handled, and call volume
5. Goal Management Issues: Difficulty in self-managing workload and priorities without visibility into performance trends

Core Problem:

Call Center Representatives lack access to their individual performance data, preventing them from self-monitoring progress, identifying improvement opportunities, and maintaining motivation through performance awareness.

2. Who Are the Users Facing the Problem?

Call Center Representative: Front-line customer service staff responsible for handling inbound customer calls, processing transactions, and resolving issues. They need access to personal performance metrics to track their effectiveness and improve service delivery.

Access Requirements: Only the individual Call Center Representative should have access to their own performance dashboard.

3. Jobs To Be Done

For Call Center Representative: When I need to understand how well I'm performing in my role, But I have no visibility into my key performance metrics like payments collected, services raised, complaints handled, and call volume, Help me access a personal performance dashboard that shows my monthly KPIs and weekly progress, So that I can track my achievements, identify areas for improvement, and stay motivated to meet my targets.

4. Solution

The Personal Performance Dashboard provides Call Center Representatives with comprehensive visibility into their individual performance metrics through an intuitive, role-specific interface integrated within SMART360's call center module.

Key Capability Areas:

4.1 Monthly Performance Overview

• Display total monthly statistics for all key metrics
• Show percentage achievement against goals
• Provide trend indicators (up/down from previous month)

4.2 Weekly Performance Tracking

• Daily breakdown of performance for the current week
• Running totals and averages
• Day-over-day comparison capabilities

4.3 Payments Collection Metrics

• Total payments collected with goal percentage
• Daily payment processing amounts
• Collection efficiency tracking

4.4 Service Request Management

• Number of services raised/created
• Service request completion tracking
• Service type categorization

4.5 Complaint Resolution Tracking

• Total complaints registered and resolved
• Complaint resolution timeframes
• Complaint category analysis

4.6 Call Volume Analytics

• Total calls handled with daily averages
• Call duration and efficiency metrics
• Peak performance identification

4.7 Performance Visualization

• Color-coded performance indicators
• Graphical trend displays
• Achievement badges and milestones

5. Major Steps Involved

Call Center Representative Flow:

Step 1: Access Dashboard

• Log into SMART360 call center module
• Navigate to "My Performance" section from main menu
• System displays personal performance overview

Step 2: Review Monthly Statistics

• View current month's KPI summary cards
• Check goal achievement percentages
• Note any performance alerts or trends

Step 3: Analyze Weekly Performance

• Click on "This Week's Performance" section
• Review daily breakdown for each metric
• Identify best and worst performing days

Step 4: Drill Down into Metrics

• Click on specific KPI cards for detailed view
• Review historical trends and patterns
• Analyze performance drivers

Step 5: Track Progress

• Monitor daily updates throughout the week
• Compare current performance to previous periods
• Identify improvement opportunities

6. Flow Diagram

7. Business Rules

Month Filter

• the monthly filter shows all the financial month with the year specified

KPI cards

• The KPI's data will be based on the selected month, by default the current month should be selected
• Payments collected - Total collected payments for the month by the user
• Services raised - Total services raised by the user for the month selected
• Complaints registered - Total complaints registered by the user for the month selected
• Total calls - Total call entries done from the user for the specific month
• Every kpi shows growth indicator compared to the last month from the selected month.

This week's performance

• Show the all working weekdays set by the Utility
• Show the current weeks performace for each week day
• Show the below KPI for each week day
  • Calls
  • Payments
  • Services
  • Complaints

8. Sample Data

Monthly Statistics (January 2024):

• Payments Collected: $285,340
• Services Raised: 156
• Complaints Registered: 89
• Total Calls: 432

Weekly Performance Sample:

• Monday: 24 calls, $15,240 payments, 8 services
• Tuesday: 19 calls, $12,180 payments, 6 services
• Wednesday: 22 calls, $18,940 payments, 9 services
• Thursday: 20 calls, $14,560 payments, 7 services
• Friday: 18 calls, $13,280 payments, 5 services

9. Acceptance Criteria

1. The system must display monthly performance statistics for the current month
2. The system must show four key KPI cards: Payments Collected, Services Raised, Complaints Registered, and Total Calls
3. The system must provide a weekly performance breakdown showing daily metrics
4. The system must update performance data in real-time as activities are completed
5. The system must display monetary values in proper currency format
6. The system must show trend indicators (up/down arrows) for performance changes
7. The system must display the current week's performance with daily breakdowns
8. The system must provide month filter functionality for viewing different time periods
9. The system must maintain consistent UI styling with other SMART360 modules

10. Process Changes

Current Process	New Process	Impact
From : Representatives receive performance feedback only during monthly supervisor reviews	To : Representatives can view real-time performance metrics daily	Enables proactive performance management and immediate course correction
From : Goal tracking is manual and supervisor-dependent	To : Automated goal tracking with visual progress indicators	Increases accountability and motivation through transparent progress visibility
From : Performance discussions are based on incomplete or delayed data	To : Performance conversations are data-driven and current	Improves quality of performance discussions and development planning
From : Representatives are unaware of their productivity until end of month	To : Daily and weekly performance visibility enables continuous improvement	Reduces performance gaps and increases overall productivity
From : No self-service access to performance metrics	To : Self-service dashboard available 24/7 within SMART360	Empowers representatives to take ownership of their performance

11. Impact from Solving This Problem

Metric Category	Improvement
Employee Engagement	Increased transparency and self-awareness lead to higher job satisfaction and motivation
Performance Quality	Real-time visibility enables immediate adjustments, improving overall service quality
Goal Achievement	Clear progress tracking increases likelihood of meeting monthly targets
Supervisor Efficiency	Reduces time spent on performance reporting and enables focus on coaching
Data-Driven Decisions	Representatives make informed decisions about daily priorities and activities
Professional Development	Self-identified improvement areas lead to targeted skill development
Customer Service	Better-informed representatives provide more effective customer interactions

12. User Behavior Tracking

Call Center Representative Tracking Plan:

Event	Properties	Questions Answered
Dashboard Access	timestamp, user_id, session_duration	How frequently do representatives check their performance? What times of day are most common?
KPI Card View	metric_type, current_value, goal_percentage	Which metrics do representatives focus on most? What performance levels drive the most engagement?
Weekly Breakdown Interaction	day_selected, metric_viewed, comparison_made	Do representatives analyze daily patterns? Which days receive the most attention?
Month Filter Usage	month_selected, comparison_period	Are representatives comparing historical performance? What time periods are most relevant?
Goal Achievement Alert	metric_type, achievement_level, action_taken	How do representatives respond to goal progress notifications? What achievement levels motivate action?
Performance Trend Analysis	trend_direction, metric_type, time_spent	Are representatives identifying performance patterns? What trends capture the most attention?

Key Questions These Events Answer:

1. Engagement: How often and when do representatives engage with their performance data?
2. Focus Areas: Which performance metrics are most important to individual representatives?
3. Behavioral Patterns: How does performance visibility influence daily work habits?
4. Goal Motivation: What performance levels and feedback drive the highest engagement?
5. Usage Patterns: Which dashboard features provide the most value to representatives?
6. Performance Correlation: Is there a relationship between dashboard usage and actual performance improvement?

13. wireframe

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