Case study 2

The operations team can see the total number of agents/duration of states online/offline and their relative percentages so that they know how many agents are working/not available during a time period or in real-time
The operations team can see the total number of agents/duration of states on call so that they know how many agents are engaged to customers during a time period or in real-time.
The operations team can see how many call attempts are being made by the agents in real-time so that they can see the number of outgoing call attempts.
The operations team can see the number of missed calls so that they know how many agents are not attending the calls.
The operations team can see the total number of agents/duration of states on after call work so that they know how many agents are doing after call work related to the call in real-time or in a time period.
The operations team can see how many calls are in failed to connect customers/agents state so that they know how many calls are failing to connect to the customers/agents in a period of time and in real-time
The operations team can see the DAU and MAU values by selecting the appropriate time filters so that they can see the trend in growth or decline is agents activity.

Data visualisation and UX for call centre monitoring dashboard