Contact Center Tracker

  • Category: CRM
  • Platform: Microsoft Excel
  • Description: Track your Contact Center statistics in one easy to use spreadsheet. With this easy-to-use template, you can track calls, emails, chats, and other important metrics to help you analyze your team's performance and improve your overall productivity. The dashboard provides an overview of key metrics, such as call volume, response time, and customer satisfaction (SLA), so you can quickly identify areas that need improvement. Whether you're managing a small customer service team or a large call center, this Excel template will help you optimize your operations and boost your results. The template includes customizable fields and intuitive charts and graphs, making it easy to track and analyze your data. Plus, with its user-friendly interface, you can quickly generate reports and share them with your team to help drive results and ROI.



    • Download Now

Features

✔️Modern & Easy to use interface.
✔️Multi-purpose tracker - Can be used for Customer Service, Technical support, Sales teams etc...
✔️Easily log your statistics for Calls, Live Chat & Email each month.
✔️Visualize your traffic by Quarter or the entire year on a beautifully designed Dashboard.
✔️See average Wait & Handle times, Abandoned rates and input your SLA each month.
✔️Customizable - You can edit anything you'd like in this spreadsheet if needed.

Get started with your Tracker

Learn how to get the most from your new contact center tracker

Inputting your stats

Contact Center Tracker has 1 input sheet for each type of communication channel: Call Center, Live Chat and E-mail.
Start by entering your statistics into each sheet. If your business does not support one of these communication channels, such as Live Chat, simply leave it blank.
Here are the columns you can populate:

  • Calls/Chats: The amount of calls or chat sessions you have received.
  • Avg Wait: The average wait time your customers need to wait before being served.
  • Avg Handle: The average time it takes to serve your customers.
  • Abandoned: The number of calls or chat sessions which were abandoned by the customer.
  • SLA: The SLA value for the month. Not everyone calculates this the same way, therefor you must determine and submit the final SLA value for each month.
  • Received/Sent (Email): The number of Emails Received and Sent out during the month.

🟢 Tip: Most of these values are readily available in your Contact Center platform.

🟢 Tip: You can easily add more columns if there are additional statistics you'd like to track.



Overview Dashboard

The Overview Dashboard takes all the stats you previously submitted and provides you with a clear view of your entire year so far.

  • Communication Channel %: See what percentage of traffic came from Calls, Live Chat and Email.
  • Total Received: See the total amount of Calls, Chats and Emails received for the year.
  • Averages: See your average wait time, handle time, abandoned rate and SLA for each communication channel.
  • Breakdown by Quarter: Bar charts show you how much traffic was received per quarter.
  • Combined Traffic: The Combined line chart adds up the total amount of Calls, Chats and Emails received.