Stefanie Salonis
BIAM500 – January 2019
Professor Walker
Lab4: Developing a KPI Dashboard
bad. The red
icon shows abandon rates of 5% to 10% which are not great. The yellow
icon shows values greater than or equal to 0.05% but less than 5%. The green
icon shows values less than or equal to 0.05, which is good. The dashboard currently shows AM / PM1 shifts with an abandoned rate greater than 9.5
% and PM2 / Midnight shifts with an abandoned rate greater than 10
%.
Calls Handled by Auto Response Dashboard
:
Column chart for percent of calls handled by auto response, including target line and slicers for day type and date
The second dashboard monitors the percentage of calls handled by the auto response system. The clustered column line chart shows the actual data as columns and the target as a line. Calls handled by auto response for Weekdays in November 2016
:
First week, Midnight (55%) and PM1 (61%) shifts failed to meet their goal of 65%
Second week, PM1 (60%) shift failed to meet its goal
Third week, PM2 (64%) shift failed to meet its goal
Fourth week, all shifts exceeded 65%
Calls handled by auto response for Weekends in November 2016
:
All shifts exceeded 65%
Calls handled by auto response for Holiday in November 2016
:
All shifts excluding PM2 (63%) shift exceeded 65%
Recommended Actions for Management:
Based on data, AM shift met their goal of 65% for the entire month. PM1 & PM2 represent the largest volume of calls handled (64.5%). Both shifts had 2 weeks in which they failed to meet their goal. Recommendation is for Management to concentrate its initial effort on addressing both shifts to ensure compliance with its goal of 65% of calls handled by auto response by end of fiscal year. Its secondary effort should be to address the Midnight shift’s noncompliance.
Calls per Shift Dashboard
:
The third dashboard monitors the number of calls handled per shift which coincides with data from the second chart. 87% of calls were originated from AM, PM1 and PM2 shifts as to be expected due to daytime hours. Recommended actions from Management, as mentioned above, would be to ensure compliance with the 65% goal.
Total Operators Available per Shift Dashboard
:
The fourth dashboard monitors the total number of operators available per shift. As the bulk of calls come in during AM, PM1 and PM2 shifts, the majority of operators are on-call during those shifts. Therefore, recommendation is for management to assess the call handling procedures and initial reply given during auto response to ensure that customer inquiries are adequately addressed so as not to be escalated to live operators.
