Description

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The dataset shows the call volume for the year 2016. It contains the various variables which directly or indirectly affect the service levels of the Call Center.Note: Data excludes statutory holidays and maintenance outage period.

Dataset Attributes

  • Day of Week
    Text
    {"value"=>"Tuesday", "count"=>52} (), {"value"=>"Thursday", "count"=>51} (), {"value"=>"Wednesday", "count"=>50} (), {"value"=>"Friday ", "count"=>50} (), {"value"=>"Monday", "count"=>46} (), {"value"=>"Wednseday", "count"=>1} ()
  • Date
    Text
    {"value"=>"31/10/2016", "count"=>1} (), {"value"=>"31/05/2016", "count"=>1} (), {"value"=>"31/03/2016", "count"=>1} (), {"value"=>"30/12/2016", "count"=>1} (), {"value"=>"30/11/2016", "count"=>1} (), {"value"=>"30/09/2016", "count"=>1} (), {"value"=>"30/08/2016", "count"=>1} (), {"value"=>"30/06/2016", "count"=>1} (), {"value"=>"30/05/2016", "count"=>1} (), {"value"=>"30/03/2016", "count"=>1} ()
  • Calls Offered
    Number
    416 to 1796
  • Calls Answered
    Number
    342 to 1535
  • Percentage of Calls Answered
    Number
    82.2 to 98.7
  • Service Level Percentage
    Number
    42.2 to 97.1
  • Calls Abandoned Percentage
    Number
    0 to 11.29
  • Average Handle Time sec
    Number
    119 to 230
  • Average Speed of Answer sec
    Number
    0 to 136
  • FID
    Number

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