https://github.com/azlinrusnan/telephony-performance-report
This repository demonstrates my expertise in telephony data analysis, reporting, and dashboard creation. Feel free to explore the report and share your feedback!
https://github.com/azlinrusnan/telephony-performance-report
Last synced: 5 months ago
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This repository demonstrates my expertise in telephony data analysis, reporting, and dashboard creation. Feel free to explore the report and share your feedback!
- Host: GitHub
- URL: https://github.com/azlinrusnan/telephony-performance-report
- Owner: AzlinRusnan
- Created: 2025-03-05T00:52:12.000Z (over 1 year ago)
- Default Branch: main
- Last Pushed: 2025-03-05T01:00:20.000Z (over 1 year ago)
- Last Synced: 2025-03-05T01:32:34.775Z (over 1 year ago)
- Homepage:
- Size: 0 Bytes
- Stars: 0
- Watchers: 1
- Forks: 0
- Open Issues: 0
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Metadata Files:
- Readme: README.md
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README
#
Telephony SLA Performance Report
## Overview
This repository presents a Telephony Performance Report that analyzes customer support calls across multiple regions and languages. The report evaluates key call center metrics, including call volumes, SLA compliance, abandonment rates, and handling times.
## Tools & Technologies Used
- Microsoft Excel: Data organization, calculations, and visualization
## 📂 Contents
The report includes the following sections:
1. Overall Call Center Dashboard → A high-level summary of telephony performance across all regions.
2. Regional Dashboards:
- EAME (Europe, Africa, and Middle East)
- NAFTA (North America - US, Canada, Mexico)
- APAC (Asia-Pacific)
- LATAM (Latin America)
3. Language-Specific Performance → Tracks call data for different countries and languages.
4. Call Handling Insights → Metrics on answered calls, abandoned calls, SLA compliance, and handling times.
5. Raw Data → Detailed logs of customer interactions.
## Key Metrics Tracked1.
**1. Call Handling Performance**
- Calls Offered → Total number of incoming calls.
- Calls Answered → Number of calls successfully handled.
- Answered within SLA → Calls answered within the defined Service Level Agreement (SLA) timeframe.
- Calls Abandoned → Calls where customers hung up before being assisted.
- Abandoned within SLA → Calls abandoned within an acceptable wait time.
- Abandoned after SLA → Calls abandoned after excessive wait times.
**2. SLA Compliance & Abandonment Rates**
- % Abandon After SLA → Measures how many calls were abandoned due to long wait times.
- % in SLA → The percentage of calls handled within SLA.
**3. Time-Based Metrics
- Average Speed of Answer → How quickly calls are picked up.
- Average Handling Time (AHT) → The time taken to resolve a customer inquiry.
- Average Abandon Time → The average time before a customer hangs up.
- Total Handling Time → Cumulative handling time for all answered calls.
## 🌍 Regional Performance Insights
The report categorizes performance across different regions:
- EAME → Europe, Africa, and the Middle East
- NAFTA → North America (USA, Canada, Mexico)
- APAC → Asia-Pacific
- LATAM → Latin America
Each region has varying performance levels based on call volume, SLA adherence, and efficiency in handling customer interactions.
## Sample Dashboard / Report Preview
## Key Insights
- Overall SLA Compliance is High (97.31%) → Most calls were handled within SLA.
- High Abandonment Rate in Some Regions:
- Poland (84.62%) and OOH (Out-of-Hours, 8.45%) show a high percentage of abandoned calls after SLA.
- Indicates possible long wait times or staffing issues.
- United States and India Handle Large Call Volumes → Both regions have a high number of answered calls.
- Average Handling Time Varies Across Countries → Some regions have significantly longer handling times, impacting efficiency.