Exploring, Analyzing and Visualize Real Call Center Data with Tableau: Trends, Patterns, Metrics and Predictive Analytics

- Developed a python script to automate data extraction from local to database and data cleaning.

- Created interactive charts, graphs, and used advanced features such as calculated fields and filters to provide flexible and customizable views of the data.

- Successfully presented the dashboard to senior management, resulting in informed decision-making and improved business outcomes.

The aim of this project is to transform real call center system data for an Egyptian company, from unorganized data to a dashboard that contains the visualizations to display insights. Additionally, the project aims to measure some KPIs and display patterns to assist managers and decision-makers in making informed decisions.

To achieve the final product in its first version, several techniques were used. The process started by creating a tool using Python to read the data file from the local server and send it to a database (Google Sheets in the first version, and then SQL in the next version). This was followed by data cleaning operations and exporting the data to Tableau to build the dashboard for insights.

Although the dashboard is closer to an operational dashboard, it was primarily designed based on the requirements of decision-makers. The project presented here is a mini version, and the statistics and names have been changed for data security reasons. The displayed version is for analyzing data during the year 2022 only.