Call Center Trend Analysis Dashboard


 
Project Details

This Project was done as a part of the PwC's virtual case experience program. The task was to create a Power BI Dashboard for analyzing the call center trend of a telecom company.
It reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset, like-

1. Overall Customer Satisfaction
2. Overall Calls Answered/Abandoned
3. Calls By Time
4. Average Speed Of Answer
5. Agent's Performance quadrant -> Average Handle Time (Talk Duration) vs Calls Answered.






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