Tracking call resolution

Here the count of calls for Q1 is cross-referenced by their 24hour arrival time and description. Of interest are the "red" abandoned calls - note that they grow in number toward the end of the day.

Exploring abandoned calls

Because elements can be filtered independently, focusing on abandoned calls is a single click away.

Discovery

With the system focused on abandoned calls, it is possible to look at associated attributes. Here, we chart the 10 agents with the highest count of abandoned calls by arrival time.

Results

It's apparent that agent 5002 not only abandons more calls toward the later hours of his shift, but doesn't sustain volume either. If we choose, we can drill down to the individual call details, print them out, and review them with the agent.