Call-Center-Dashboard

create MS.Excel dashboard for Call Center's performance setting year 2020

Dashboard

1. Open csv file and then extract it to new excel file

2. Check data for any inconsistent or missing values:

   • six empty customer data -> remove
   • 19.887 rows in call timestamp column have inconsistent date-month format --> create new column and fix it with date(year, month, day) function use this new column as call timestamp and remove previous call timestamp column

3. Check for any duplicates -> not found

4. Select all data and format to table. So if there's any data updates, we can just click refresh data

5. Split (and create new column) from call timestamp into day and month column. Use them as time filter in our dashboard

6. Split (and create new column) from call_center to city2 and state2. Use them as call center location in our dashboard

   table

   

7. Create pivot tables for Calls, Avg_satisfaction_score, Avg_call_duration

   pivot_1

   

8. Create pivot table for Call trend

   call trend

   

9. Create pivot table for Call channel

   call channel

   

10. Create pivot table for Reason for calling

    reason for calling

    

11. Create pivot table for Response time

    response time

    

12. Create pivot table for Call center location

    call center location

    

13. Create Dashboard and slicers for day, month, reason, channel, sentiment, call center location

    slicer