This project is an interactive analysis of a large call center dataset with over 2,00,000 rows. The goal was to build a dashboard that helps managers track agent performance and understand the root causes of call failures.
- Big Data Handling: Successfully managed more than 2 Lakh records in Excel while maintaining high file performance.
- Interactive Filters: Used slicers to filter data by Call Time (Morning, Afternoon, Evening) and specific Agents.
- Dynamic Visuals: Created a "Map Toggle" feature to switch between a bar chart and a geographical map view of customer locations.
- Agent Tracking: Shows individual success rates, average call duration, and customer ratings for each agent.
- Success Rate: The top-performing agents reached a success rate of 89.9%.
- Problem Areas: Identified that the main reason for "Abandoned Calls" was Technical Issues, rather than agent performance.
- Demographics: Tracked call volumes by gender, showing that male callers accounted for 70% of total calls.
- Software: Microsoft Excel 365.
- Functions: Used XLOOKUP and INDEX/MATCH for fast data searching across 2,00,000 rows.
- Visuals: Pivot Tables, Pivot Charts, Slicers, and Map Charts.