In this project, dashboard was created in Power BI for the call center manager that reflects all relevant Key Performance Indicators (KPIs) and metrics from the dataset.
Dataset used for this task was presented by Pwc Switzerland and available at call center dataset.
▪ SQL Server Management Studio
▪ Power BI Desktop
▪ PySpark
▪ PowerPoint (For Presentation and Insight)
Data transformation was done using PySpark in Databricks and transformed dataset was loaded into Power BI Desktop for getting insights.
Data Visualization (Dashboard) :
Thus from above data visualization, it can be concluded that :-
▪ Monday received the majority of the calls.
▪ The majority of the calls pertained to streaming, with fewer calls addressing administrative support and contractual matters.
▪ 72.92% of total calls were resolved and 27.08% of total calls were not resolved.
▪ Average resolved time per call was 3.75 Min.
▪ Greg's resolution rate corresponded to the answered call rate.