Call Center Project | Power BI

Requirements --->

• Track and display the total number of calls received by the call center over a specified time period.
• Calculate and report the total call duration in hours and minutes to aid in resource allocation and capacity planning.
• Calculate the average call duration in minutes to evaluate agent efficiency and identify trends in call handling.
• Monitor response time percentage to assess the promptness of service delivery and customer satisfaction.
• Generate visualizations such as column charts, filled map charts, tree map charts, donut charts, column charts, and bar charts to represent various call center metrics, including total calls by day, total calls by state, top reasons for calls, distribution of calls by communication channels, distribution of calls by sentiment, and total calls by call center. Requirements:

Proficiency in data analysis tools and techniques --->

• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Experience in generating visualizations and reports using software such as Microsoft Excel, Tableau, or similar tools.
• Knowledge of call center operations and KPIs is preferred but not required.