CALL CENTRE - PHONE NOW

This project CALL CENTER ANALYSIS - PHONE NOW is a project from the PwC Switzerland from the virtual internship in forage

project tasks were to create a dashboard in Power BI that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset.

dashboard in Power BI for Claire that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset

• 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