EXCLUSIVELY DESIGNED FOR CALL CENTERS
Managing your call center statistics and metrics is key to improving your productivity, profitability and
customer satisfaction.....
With this program you'll get that and
much much more...
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ABOUT STATS SYSTEMS
Stats Systems is an Excel-based call center performance dashboard and workforce management system.
It helps you track ASA, AHT, call volume, staffing and KPIs across daily, weekly, monthly and annual views
so you can improve productivity, profitability and customer satisfaction. Online
Tutorial
available and much more....
QUICK SOFTWARE OVERVIEW
StatsSystems is a comprehensive Excel-based call center performance dashboard and workforce management suite. Custom VBA programming provides detailed statistics for each call center employee, cross-referenced across daily, weekly, monthly and annual views to compare goals vs real-time stats. This Excel platform can handle performance reporting, staffing analysis and KPI tracking for your entire contact center operation.
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ONLINE TUTORIAL OVERVIEW
StatsSystems is a simple to use program. The software was written so that users don’t need to create custom code or formulas—this is all completed for you. The Tutorial walks you through every aspect of the program: how to navigate the data for each call center employee, cross-referenced from daily, weekly, monthly and annual views to compare goals vs real-time stats. This Tutorial platform is easy to use and navigate so users can understand every aspect of the software!
ONLINE TUTORIAL OVERVIEW
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INTUITIVE GLOSSARY
EASY TO USE GUI
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Frequently Asked Questions About StatsSystems
What is StatsSystems?
StatsSystems is an Excel-based call center performance dashboard and workforce management system. It is a prebuilt Microsoft Excel workbook with custom VBA code that gives your contact center a powerful analytics and reporting solution without installing new software.
Who is this Excel call center dashboard designed for?
StatsSystems is designed for call centers and contact centers, including medical, dental, pharmacy, benefits and member services operations. It works especially well for teams that already rely on Excel and need a more advanced, centralized dashboard for ASA, AHT, call volume and staffing.
What call center KPIs can StatsSystems track?
The system can track average speed of answer (ASA), average handle time (AHT), call volume, service level, abandons, staffing levels, off-production time, goals vs. actual performance and more. Metrics are available by line of business, team, interval, day, week, month and year.
Do I need to be an advanced Excel user?
No. StatsSystems is built so that everyday call center leaders, supervisors and analysts can use it. Most actions involve clicking buttons, choosing dates and viewing dashboards. The advanced Excel and VBA work is already built in for you.
Can StatsSystems scale as my contact center grows?
Yes. Because StatsSystems is a flexible Excel-based framework, it can be configured for multiple lines of business, teams and sites. Additional dashboards and reports can be added as your call center expands or your KPIs evolve.
How to Track Call Center Statistics
This guide shows how to measure the core call center statistics inside Excel. Use it to build or validate your dashboard logic and ensure your team is aligned on ASA, AHT, Service Level, Abandons, Occupancy and Adherence.
| Metric | What it tells you | Excel field(s) | Example |
|---|---|---|---|
| ASA (Average Speed of Answer) | Speed of answer for queued contacts | Answer timestamp – Queue entry timestamp | =AVERAGEIFS(SecondsToAnswer, DateCol, =Day, Channel, "Voice") |
| AHT (Average Handle Time) | Average end-to-end handling (Talk+Hold+ACW) | TalkSecs, HoldSecs, AfterCallWork | =AVERAGE(TalkSecs)+AVERAGE(HoldSecs)+AVERAGE(ACW) |
| Service Level | % answered within a threshold | AnsweredWithinGoal, TotalAnswered | =AnsweredWithinGoal / TotalAnswered |
| Abandons | How many callers left the queue | AbandonCount | =SUMIFS(Abandons, DateCol, =Day) |
| Occupancy | Agent utilization | HandleTime, AvailableTime | =HandleTime / (HandleTime + AvailableTime) |
| Adherence | Schedule compliance | Scheduled, Actual | =ActualOnPhone / ScheduledOnPhone |
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