NikhilKrishn_PWC_CC_DashBoard.github.io

PWC CALL CENTER DASHBOARD:

Project Overview:

Developed and implemented PwC call center dashboards to monitor customer experience, track employee performance, and identify areas for improvement.

Final Dashboard:

Objectives:

• Overall customer satisfaction

• Overall calls answered/abandoned

• Calls by time

• Average speed of answer

• Agent’s performance -> average handle time (talk duration) vs calls answered

• Call traffic vs. call period

• Monthly total no. of calls per agent

• Count of answered, unanswered, resolved and unresolverd calls per agent