Pages & screenshotsExcel system · scoring and dashboard
Call-Center Performance Scoring System
Scores each agent from attendance, calls handled, call length and schedule adherence instead of impressions.
- My role
- Scoring criteria, workbook build and dashboard
- Platform
- Excel
- Client
- A customer-service department; screenshot data is sample data
Explore the work
Start here
- Browse the dashboard, then the calls log and attendance log
A web preview of the calculations needs a copy of the original workbook so the weights match. Screenshots are shown for now.
The story
The problem
Subjective employee evaluations with no unified standards, making promotions and feedback a running dispute.
What I built
An automated Excel scoring engine computing grades from attendance compliance, calls handled, average duration and schedule adherence. With a supervisor dashboard and an HR report that classifies requests.
The result
Objective numeric evaluation instead of impressions, and day-to-day monitoring from a dashboard that updates with every entry instead of delayed monthly reports.
Screenshots of the original workbook.