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With dashboards, you have the ability to see only what you want to see. If you need details, you can drill down into that information. If you only want to see high-level results, that is up to you. Dashboards are usually better if you are evaluating results over a short period of time and usually provide tactical rather than strategic guidance.
An example of how a dashboard would benefit an organization and what type of metrics would be useful in a dashboard is below.
In a large enterprise, a manager in charge of customer support may want to know the following:
- Number of inbound calls in queue
- Number of calls in escalation
- Current hold time for inbound calls
- Current hold time for escalations
- Current CSRs online
- Average Call Resolution Time (Trailing 1 hour)
- Predicted hold time in two hours
Almost all of these indicators would show results at exactly the time the manager viewed, or refreshed the dashboard giving the manager a realistic, real-time view of his or her department. |
