Background
This project is based on a case study from the PWC Switzerland internship program on Forage. The case study revolves around Claire, the Call Centre Manager at PhoneNow, who is interested in gaining transparency and insights into the data at the Call Centre. Claire aims to analyze long-term trends in customer and agent behavior, focusing on metrics such as the total number of calls answered and abandoned, speed of answer, call duration, and overall customer satisfaction. Aware of the Digital Accelerator team's expertise in data visualization, Claire seeks their assistance in creating a dashboard that effectively presents the data for discussions with the management. The data provided can be found here.
Task
The task is to create a dashboard that visually presents the long-term trends in customer and agent behavior at the Call Centre. The dashboard should include key metrics such as the total number of calls answered and abandoned, speed of answer, call duration, and overall customer satisfaction. The goal is to provide transparency and generate meaningful insights that can be utilized in discussions with the management.
Below is my dashboard highlighting the key requirements.
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