CALL CENTRE PERFOMANCE

This dashboard provides a comprehensive overview of call center performance metrics. Key points include:

1. Total incoming calls: 249, with varying daily patterns shown in graphs.

2. Abandoned calls: 112, representing 45% of total calls.

3. Average wait time: 62 seconds, with daily fluctuations displayed.

4. Average talk time: 166 minutes (2 hours 46 seconds).

5. Top reasons for calls: Billing and complaints appear to be the most common.

6. Call provenance: A map shows calls originating from various U.S. states.

7. Top agents: William Marsh, William Simmons, and Vickie Johnson are highlighted, with their average handling times and first call resolution rates.

8. Incoming calls by month: July had the highest volume at 81 calls.

9. Daily call patterns: Fridays in July saw the highest call volume (28 calls).

10. Wait time and talk time breakdowns: Categorized into time intervals, showing distribution of call durations.

The dashboard allows for detailed analysis of call center operations, helping identify peak times, performance issues, and top-performing agents. It provides insights for optimizing staffing, reducing wait times, and improving overall customer service efficiency.