Call Center Performance Tracker

Project Type : Practice

Aim : Create a panel that displays the following points using data from a MySQL or Postgres container but preferably an OLAP system such as snowflake or BigQuery to help operations managers and team leaders address shortcomings.

1 - Total No. inbound cases

2 - AVG No. cases per day

3 - AVG Case duration

4 - Overall CSAT

5 - Top performers according to CSAT

6 - The frequency of CSAT scores

7 - A geo chart showing the No. cases per state

outcome : a dashboard panel addressing the needs of middle management directly with batch updates every 12 hours.