IT Monthly KPI Dashboard- Tableau
- benlusic
- Mar 21
- 1 min read
Updated: Jun 12
On this dashboard we are building visualizations for our IT department on key KPI Metrics.
Link to Dashboard: Tableau
Project Overview
This dashboard serves as a central monitoring hub for a Customer Service department, tracking agent performance through the lens of customer satisfaction ratings. It is designed to provide leadership with an at-a-glance view of service quality, response trends, and team efficiency.
Key Features & Analysis
Dynamic KPI Tracking: High-level metrics focusing on average call ratings, total call volume, and resolution speed.
Agent Performance Benchmarking: Visualizing individual and team-level ratings to identify top performers and those requiring additional coaching or training.
Temporal Trend Analysis: Identifying specific times of day or days of the week where call ratings dip, helping management optimize staffing levels.
Rating Distribution: Analyzing the spread of customer feedback (e.g., 1-star vs. 5-star) to understand the consistency of the customer experience.
The Benefit (The "Why")
Quality Assurance: Moves beyond just tracking how many calls were answered to evaluating how well those calls were handled.
Informed Coaching: Provides managers with objective data to drive performance reviews and professional development initiatives.
Customer Sentiment Monitoring: Acts as an early-warning system—if ratings begin to trend downward globally, the business can investigate systemic issues (like long wait times or technical bugs) before they impact churn.
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