Challenge_Round_16

Analyze Call Center Queue Data

Challenge description:

You work as a business analyst at XYC Private Limited, a call center contractor that offers assistance to customers of several telco companies. At XYC Private Limited, lines are open from 8:00am to 6:00pm, Monday to Friday, and several agents are on duty at any given time.

As the data analyst in the company, your manager needs your help to get some clarity on the company's performance to process and solve the daily queue of calls. Therefore, you are tasked to provide answers to a few questions based on incoming calls from customers. Using call center logs recorded in 2021, answer the following:

1. Which day, month, week, and quarter had the highest volume of calls?

2. If the agent does not answer the call within 60 seconds of the call being initiated, the KPI of the department is breached.

a) Identify the number of calls for which this KPI was breached in the year 2021.

b) Identify the date on which the KPI was breached the most.

3. What is the average service length of calls for each month?

4. Which day, week, month, and quarter the wait time was the highest?

Generate a static PDF report where you present the results of your analysis to your manager.

Key requirement: you must address each and every question asked by the manager, and include effective visualizations in your report.

Outcome: 

A static PDF report addressing the manager's questions and containing effective visualizations.

Deliver your solution as a separate workflow and name it: Solution_Round_16_<your_team_name>. Place your solution workflow in the same folder of this challenge workflow.

Teams are strongly encouraged to submit high-quality work in order to improve their chances of getting maximum points. Don't be afraid to go the extra mile! :)

Dataset:

Call Center Queue dataset from GitHub: https://github.com/db-bangs/Queue-Simulator/blob/main/simulated_call_centre.csv

Deadline:

March 10, 2024 (submission by 11:59 PM CET) **. Check the calendar of the tournament: https://info.knime.com/game-of-nodes

** We will verify the date and time of the latest edits.

KNIME Game of Nodes:

Rules, Assessment Criteria & FAQs: https://info.knime.com/game-of-nodes

External resources

• KNIME Game of Nodes
• Call Centre Queue dataset