This project was carried out in order to produce insight to a call center company; to determine how much calls come to the company, the response of the calls and the satisfaction of their clients to the calls.
the columng 'Resolved' renamed to 'resolution' and anywhere in that column 'Y' is replaced to resolved and 'N' replaced with unresolved.The column named 'Answered' renamed to 'Response' and 'Y' and 'N' replaced to 'Answered' and 'unanswered'. The time was split from the date column into a new one. The datatype for the average time duration was changed to just time datatype.
The data was then launched into PowerBi for analysis and visualization. New measures were used to give insights to: Total Calls, Unansered Calls, Resolved Calls, Answered calls and Date
The following insights were gotten:
- Total number of calls
- Average Speed of Answer
- Average Satisfaction Rating
- Total Call by Response
- Total Call by Resolution
- Average of Speed on answer in seconds by Agent
- Total call by month and response
- Resolved calls and average of speed of answer in seconds by topic
From the analysis, the total calls made were 5000; average speed of answer is 67.52; Average satisfaction Randing of 3.40. There were more answered calls than unansered with total call of 4,054 and 946 respectively. More calls were resolved (3,646)than they were unresolved (1,354). By month and response, January got the highest rate of total and answered calls