Call Center Metrics Reporting

I run a contact-center team and I want a single, reliable way to capture everything from daily shrinkage to manager escalations without juggling multiple tools. The heart of the job is building an Excel-based report that automatically pulls together our two most critical KPIs—C-SAT and QA Scores—while still leaving space for the wider picture: AHT, FCR, transfer and concession rates, compliance audits, and attendance tracking.

Here’s what I need the finished workbook to do:

• Roll up real-time data for all core metrics (performance, attrition, daily shrinkage, schedule adherence) and flag anything outside target thresholds.
• Provide quick-view regulatory-compliance snapshots, with tabs for random, D-Sat, transfer, AHT, FCR, and BQ audit results.
• Generate coaching and PIP logs so I can record feedback sessions and track improvement plans per agent.
• Auto-populate a pre-shift/post-shift checklist and mark daily attendance, linking any salary discrepancies to the relevant shift data.
• Summarize everything into a clean dashboard I can email out or screen-share with managers at the end of each day.

I will supply current raw data exports and KPI targets; you transform them into a streamlined set of connected Excel sheets, formulas, conditional formatting, and charts that update at the click of a button. Once it’s in place, I’ll handle ongoing data entry—so the focus is on structure, automation, and clear, professional presentation.

Acceptance criteria: the file must open in Excel 2019+, refresh without macros errors, and produce all listed views in under 30 seconds on a standard laptop.

If this sounds straightforward, let’s get the workbook built so my managers and I can finally spend our time coaching agents instead of cobbling together reports.