{"id":26013464,"url":"https://github.com/azlinrusnan/telephony-performance-report","last_synced_at":"2026-02-25T07:45:45.707Z","repository":{"id":280726755,"uuid":"942964752","full_name":"AzlinRusnan/Telephony-Performance-Report","owner":"AzlinRusnan","description":"This repository demonstrates my expertise in telephony data analysis, reporting, and dashboard creation. 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The report evaluates key call center metrics, including call volumes, SLA compliance, abandonment rates, and handling times.\n\n## Tools \u0026 Technologies Used\n\n- Microsoft Excel: Data organization, calculations, and visualization\n\n## 📂 Contents\n\nThe report includes the following sections:\n1. Overall Call Center Dashboard → A high-level summary of telephony performance across all regions.\n2. Regional Dashboards:\n- EAME (Europe, Africa, and Middle East)\n- NAFTA (North America - US, Canada, Mexico)\n- APAC (Asia-Pacific)\n- LATAM (Latin America)\n3. Language-Specific Performance → Tracks call data for different countries and languages.\n4. Call Handling Insights → Metrics on answered calls, abandoned calls, SLA compliance, and handling times.\n5. Raw Data → Detailed logs of customer interactions.\n\n## Key Metrics Tracked1. \n\n**1. Call Handling Performance**\n- Calls Offered → Total number of incoming calls.\n- Calls Answered → Number of calls successfully handled.\n- Answered within SLA → Calls answered within the defined Service Level Agreement (SLA) timeframe.\n- Calls Abandoned → Calls where customers hung up before being assisted.\n  -  Abandoned within SLA → Calls abandoned within an acceptable wait time.\n  - Abandoned after SLA → Calls abandoned after excessive wait times.\n\n**2. SLA Compliance \u0026 Abandonment Rates**\n- % Abandon After SLA → Measures how many calls were abandoned due to long wait times.\n- % in SLA → The percentage of calls handled within SLA.\n  \n**3. Time-Based Metrics\n- Average Speed of Answer → How quickly calls are picked up.\n- Average Handling Time (AHT) → The time taken to resolve a customer inquiry.\n- Average Abandon Time → The average time before a customer hangs up.\n- Total Handling Time → Cumulative handling time for all answered calls.\n\n## 🌍 Regional Performance Insights\n\nThe report categorizes performance across different regions:\n\n- EAME → Europe, Africa, and the Middle East\n- NAFTA → North America (USA, Canada, Mexico)\n- APAC → Asia-Pacific\n- LATAM → Latin America\n  \nEach region has varying performance levels based on call volume, SLA adherence, and efficiency in handling customer interactions.\n\n## Sample Dashboard / Report Preview\n![1](images/telsla.png)\n\n## Key Insights\n- Overall SLA Compliance is High (97.31%) → Most calls were handled within SLA.\n- High Abandonment Rate in Some Regions:\n  - Poland (84.62%) and OOH (Out-of-Hours, 8.45%) show a high percentage of abandoned calls after SLA.\n  - Indicates possible long wait times or staffing issues.\n- United States and India Handle Large Call Volumes → Both regions have a high number of answered calls.\n- Average Handling Time Varies Across Countries → Some regions have significantly longer handling times, impacting efficiency.\n","project_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fazlinrusnan%2Ftelephony-performance-report","html_url":"https://awesome.ecosyste.ms/projects/github.com%2Fazlinrusnan%2Ftelephony-performance-report","lists_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fazlinrusnan%2Ftelephony-performance-report/lists"}