Operational Playbook: Turning Analytics Into Action - Admin Panel

Purpose: Give you a simple routine to review analytics and improve service every week.

Weekly rhythm

1. Monday: Check Daily Call Volume for last week. Note spikes.

2. Tuesday: Review Weekday and Hourly Averages and adjust schedules.

3. Wednesday: Review Call Bifurcation and update scripts or FAQs.

4. Thursday: Check Call Closure Time and remove process blockers.

5. Friday: Review Customer Journey and plan one improvement for transfers or pickup.

Simple checklist

• Do we know our two busiest hours?

• Do we know the top three call reasons?

• Are ownership rules clear, with low NA?

• Are most requests closed within the target time?

Tips and good practices

• Keep changes small and measurable.

• Share one slide or note with the team each week that shows the metric and the action.

• Celebrate improvements and keep a log of what worked.