Pwc-Call-center-trends-analysis

The call center manager at phoneNOW looking for transperency and insights from data to analyse call center trends using visualization tool. Here is thetasks to create a dashboard in PowerBI that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset.

Overall customer satisfaction

Overall calls answered/abandoned

Calls by time

Average speed of answer

Agent’s performance quadrant -> average handle time (talk duration) vs calls answered