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AnaLyze Customers and Call Center Data to get some useful insights about the performance of our CX Team and create an interactive dashboard.

Creating calculated measures, columns, make valuable KPIs and Using advanced methods to get some insights, methods like:

1) Describe the dispersion of values over the boxplot

2) Relationship between % CSAT and % FCR

3) Average offered calls over week days

4) Calculate AHT, PCA% & SLA% and visualize them

5) Chart shows the total of offered calls per skill month view

6) Chart shows AHT Per language during the four quarters

7) Chart shows percentage for answered calls per skill

8) Compare AHT for AR & Eng teams by using a boxplot chart & describe the outcome

9) Calculate CSAT & FCR scores and show if there is a relationship between them by chart

10) Using bookmarks, slicers, drill through, and tooltips