Sales Insights Model and Metrics
Provides sales metrics and calculated fields for analytics in Tableau, Agentforce Sales, and Data 360.
Salesforce LabsFree
Call Center Agent Analytics
by phDataSalesforceFree
Analyze call center customers, agents, operations, and satisfaction in Tableau.
PRICINGFree
DEPLOYMENTCloud
CATEGORYCustomer Service
UPDATED ON MARKETPLACENot published
What it does
Provides a Tableau dashboard for customer contact center administrators and managers. It presents customer needs, call reasons and timing, agent performance, and at-risk customers. It also addresses call volume, unanswered calls, wait times before hang-ups, and customer satisfaction.
Key capabilities
from the Salesforce AppExchange listingCustomer call analysis
Shows how many customers call, why they call, and when calls occur.
Agent performance
Displays call center agent performance.
At-risk customer views
Identifies customers described as at risk.
Wait time tracking
Shows how long customers wait before their calls are answered or they hang up.
Satisfaction measurement
Reports the percentage of customers satisfied with their experience.
Who it's for
Customer contact center administrators and managers.
In the catalog
2 plugins in Tableau · Customer Service
Price distribution: 1 free, 1 paid
Pricing & deployment
Platform
Salesforce
Product
Tableau
Deployment
Cloud
Pricing
Free
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What the vendor says
«The Accelerator for Call Center Analytics allows customer contact center administrators to manage their customers' experiences--and their call center operations. This dashboard provides managers with insights into the needs of customers and the reasons and times that they call; performance of agents; and at-risk …»