Homework answers / question archive / Analysis of Finesse Call Log Software data using Tableau Cheng Gong ISM 3011 Mary Knight April 8, 2021 Quarter wise analysis of 2019 and 2020 for calls that have been presented • Quarter 1 and quarter 2 of 2019 and 2020 have the highest number of calls presented (above 7,000)

Analysis of Finesse Call Log Software data using Tableau Cheng Gong ISM 3011 Mary Knight April 8, 2021 Quarter wise analysis of 2019 and 2020 for calls that have been presented • Quarter 1 and quarter 2 of 2019 and 2020 have the highest number of calls presented (above 7,000)

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Analysis of Finesse Call Log Software data using Tableau Cheng Gong ISM 3011 Mary Knight April 8, 2021 Quarter wise analysis of 2019 and 2020 for calls that have been presented • Quarter 1 and quarter 2 of 2019 and 2020 have the highest number of calls presented (above 7,000). • Quarter 3 and 4 of 2019 and quarter 3 of 2020 have calls presented between 6,000 and 7,000. • Quarter 4 of 2020 have the lowest calls than have been presented (below 6,000) A bar chart against each month for Calls Abandoned to Calls Handled for years 2019 and 2020. • Calls abandoned are lower than calls handled • In 2019 the highest number of calls handled, and calls abandoned are in January and October. • In 2020 the highest number of calls handled, and calls abandoned are in march, and April. • Every month has abandoned calls Area chart to analyze calls handled by other users with increasing queue time • There is no relationship between que time and calls handled by others. • Calls handled by others are high when the cue time is 24 seconds, 52 seconds and 4 seconds. • The least number of calls handled by others is lower when the average call time is 20 seconds, and 16 seconds. A relationship between the average speed of answer and the number of calls handled within the service level • There is little relationship between the calls handled in service level and the average speed of the answer. • We can observe high number of calls when the average speed is between 20 to 21 seconds. • The number calls handled in the service level seems to be high when average speed to answer is low. • The number calls handled in the service level seems to be high when average speed to answer is short. • The number calls handled in the service level seems to be low when average speed to answer is high.