Call Center Data Analysis.

PowerBi has been used for this process. The ETL Process Was Done as per requirements, -Power Query Was Used to clean and transform the data, -Dax was used for creating the calculated measures. Some Key Performance indicators are:

1. Total calls, calls answered, calls rejected, agent details, various issues resolved etc.
2. Satisfaction rate via Gauge chart, agent details via table.
3. Line chart depicts the number of calls answered or rejected over a period of time. 4). Various other charts have been used to show trends in a clear and better manner.

KEY INSIGHTS.

1. Out of total 5000 calls,18.92% were abandoned and majority were not answered at 12:00 - 1:00PM.
2. Average satisfaction rating of the 8 agents were 3.40 out of 5.
3. Out of 8 agents,Jim answered the majority of call and had the highest customer rating.
4. Month of January noticed the max unanswered calls.