ABC Call Volume Trend Analysis

Overview

This repository contains data and analysis for a Customer Experience (CX) Inbound calling team's performance over 23 days. The dataset includes various attributes such as Agent_Name, Agent_ID, Queue_Time, Time, Time_Bucket, Duration, Call_Seconds, and call status (Abandon, answered, transferred).

Dataset Description

• Agent_Name: Name of the agent.
• Agent_ID: Unique identifier for each agent.
• Queue_Time: Duration for which customers have to wait before they get connected to an agent.
• Time: Time at which the call was made by the customer in a day.
• Time_Bucket: Time bucket for ease of analysis.
• Duration: Duration for which a customer and executives are on call.
• Call_Seconds: Duration of the call in seconds.
• Call Status: Indicates whether the call was Abandoned, Answered, or Transferred.

Objectives

We aim to use this data to answer the following questions:

1. Average Call Time Duration

We will calculate the average call time duration for incoming calls in each Time_Bucket using the provided data.

2. Total Volume of Calls

We will create charts and graphs to visualize the total number of calls vs. Time using time buckets, providing insights into call patterns throughout the day.

3. Manpower Plan (Daytime)

To reduce the abandon rate to 10% during daytime (9 am to 9 pm), we will calculate the minimum number of agents required in each time bucket, ensuring that at least 90 out of 100 calls are answered.

4. Manpower Plan (Day and Night)

Taking into account nighttime calls (9 pm to 9 am) and aiming for a maximum abandon rate of 10%, we will propose a manpower plan required during each time bucket in a day.

Link to the dataset- Click here to show the Excel File