Performance Analysis of a Call Centre Data

The dashboard visualizes the telephone data recorded at the telephone call centre of a bank. The Power Bi report created focuses on determining the performance of the call centre in resolving the customer queries. It involves visual analysis of different parameters like the number of calls being answered by the service agents, the calls that were getting abandoned and the Phantom calls that the call centre is receiving. The time interval in the entire process is also being analysed that will help the client find the phase which is taking lot of time and its relation to the overall efficiency of the call centre. Based on the time that the service agent is taking in resolving the customer queries, we ranked top 10 best service agents.