Acceptance rate evolution — this period vs the four before it
Calls rung
Accept rate
Calls rung for the whole team each period (bars, left-hand scale) against the share of them an agent accepted (line, right-hand scale). Rung counts every inbound call that reached a phone, whether or not anyone picked it up.
Accepted vs outbound calls — this period vs the four before it
Accepted (inbound)
Outbound
Inbound calls an agent accepted stacked with outbound calls an agent placed, the same five-period comparison as the chart beside it.
Calls handled & time consumed by agent
Live, filterable version: data.luminuspm.com/call_center_scorecard.html · 7 or 30 days.