PWC Virtual Internship

Data Visualization Virtual Internship

For the internship experience we were to assume to role of a data visualization specialist to create a dashboard in Power BI for visualizing relevant KPIs and metrics in the dataset provided. Possible KPIs includes:

Overall customer satisfaction
Overall calls answered/abandoned
Calls by time
Average speed of answer
Agent’s performance quadrant -> average handle time (talk duration) vs calls answered

Dataset Preview

5,000 rows and 10 columns were provided in the telecom dataset: Call Id, Agent, Date, Time, Topic, Answered (Y/N), Resolved, Speed of answer in seconds, AvgTalkDuration, Satisfaction rating

Email from Claire (PhoneNow)

I did some data cleaning using power query. Replacing null values, remove duplicates, misspelling etc. Then, using the Transform tab, I extracted the time from the column by selecting the 'Time Only' option.

Next, I added a custom column named 'Call Duration,' where I converted the values of AvgTalkDuration from hours and minutes into seconds. This transformation simplifies calculating the total call duration in seconds.

Data Insights and presentation

Tasks

Create a dashboard in Power BI for Claire that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset. Get creative!

Possible KPIs include (to get you started, but not limited to):

Overall customer satisfaction
Overall calls answered/abandoned
Calls by time
Average speed of answer
Agent’s performance quadrant -> average handle time (talk duration) vs calls answered

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