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Call-Centre-Agent-and-call-Performance-dashboard

Technology used Power BI:Used for creating interactive dashboard and intial data preprocessing ,calculation and creating Quick summaries.

Data Description: The dataset with various columns representing different aspects of Agent and call performance. Here's a breakdown of the columns:

  1. Call ID: A unique identifier for the call record (e.g., "Id0001").
  2. Agent: The name of the customer service agent handling the call (e.g., "becky").
  3. Date: The date the call occurred (e.g., "01-01-2021").
  4. Time: The time at which the call occurred (e.g., "09:12:58").
  5. Topic: The subject matter or reason for the call, including issues like contract-related or payment-related inquiries (e.g., "contract related payment related").
  6. Call Answered: Indicates whether the call was answered (e.g., "Yes" or "No").
  7. Resolved: Indicates whether the issue was resolved during the call (e.g., "Yes" or "No").
  8. Speed of Answer: The amount of time it took for the call to be answered (e.g., "00:02:23").
  9. Average Talk Duration: A metric, possibly related to the duration of an average talk with customer (e.g., "10 70 24").
  10. Satisfaction Rating: A set of ratings possibly indicating the satisfaction level, such as customer feedback (e.g., "3 4 5").