Data Source: Quantum Analytics
Data Visualization Tool: Microsoft Power BI
The goal of the report was to show the performance of the call center based on received calls and resolved cases, as well as the busiest time of the day.
The business need for this report was to provide a an executive overview on the performance of the call center department.
- Total calls
- % of answered calls
- % of abandoned calls
- % of resolved cases
- Average speed of answer
- Average satisfaction rating
- % of calls by topic
- Answered and resolved calls by month
- Call trend by weekday
- Call trend by month
- Total calls by agents
