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StatsSystems 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....
The StatsSystems GUI features easy-to-use navigation so users can quickly access any section or view important statistics within seconds. The design is built to keep the system simple, organized and efficient for daily call center operations.
StatsSystems makes it easy to transition from section to section with a simple click of a button. Users can move between dashboards, reports, tools and panels without confusion, creating a smooth and productive workflow.
StatsSystems was beta tested for hundreds of hours to create a polished and dependable tool. Each part of the system was reviewed and refined to support accurate data entry, performance tracking, reporting and user-friendly navigation.
Data is presented in a responsive GUI that makes sense at a glance. Users can clearly understand what they are seeing without guessing, helping supervisors and leaders make faster decisions using accurate real-time information.
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 versus real-time stats. This Excel platform can handle performance reporting, staffing analysis and KPI tracking for your entire contact center operation.
StatsSystems gives users a true data-at-a-glance experience. Users can compare data by day, week, month and year in real time. The system enables fast performance review without relying on separate SharePoint multi-user designs or larger infrastructure systems.
Entering the needed data for each employee is handled through a centralized, customized GUI. The interface makes employee data entry simple, consistent and hassle-free. Supervisors can quickly enter information and complete real-time calibrations with a clean, easy-to-use workflow.
Setting up goals for teams is now a simple process that can be completed in minutes. Custom UserForms provide kinetic assistance with transitioning the data, understanding key metrics and analyzing team performance. StatsSystems places the power of performance data directly in the hands of your leadership team.
StatsSystems makes it easy to cross-reference daily data against annual, weekly and monthly results. Each section is designed in real time to show increases or decreases in productivity for the metric goals assigned to each employee. At a single glance, supervisors can access meaningful one-on-one performance data.
This course is designed to ensure users are brought up to speed on the tools, processes and procedures used inside StatsSystems. The tutorial helps users feel comfortable navigating the system and understanding how each section supports daily call center performance management.
StatsSystems includes 10 training sections that users can access and review with a single click of a button. Each section is organized to make learning simple, direct and easy to follow, helping users quickly find the information they need while interacting with the software.
Feedback from hundreds of users has been carefully reviewed and used to improve the system experience. Each section of the program has been methodically designed to be simple to understand, easy to navigate and helpful for users who need quick access to important StatsSystems information.
Users receive step-by-step instructions on how to navigate each section and use all areas of the software. The tutorial is designed to keep users engaged while learning the system. If assistance is needed, users can reach out to Tech Support or visit the Training Center for additional help.
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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.
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.
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.
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.
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.
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
|
