The Importance of Call Center Performance Charts

One of the ongoing challenges for a call center manager is forecasting. At the end of every day, that manager receives a progress report on how well they are doing at that challenge. Or in the case if Workforce Management (WFM) software is in use, you get this in real-time and see it on your dashboard. Without it, checking forecasted results vs. actual results is a much longer, more tedious, and less accurate process – and there is no way to update the schedule or make other necessary changes. 

With the call performance charts generated by WFM software, a manager has a wealth of vital information to review:

  • The number of calls forecasted for any day or time interval, compared with the number actually received
  • The forecasted average work time (AWT) in seconds (average talk and average after call work time), compared with the actual AWT
  • Forecasted service level (estimated % of calls answered under the threshold delay), compared to actual service level
  • Forecasted number of required employees vs. actual employees scheduled after adjustments and exceptions have been entered

By reviewing the variances and comparing the ratios between forecasts and actual results, workforce management software improves the accuracy of future forecasts, while boosting call center efficiency and customer service.