This project is constructed to analyze the call volume of a call center and create a manpower estimation to optimize customer satisfaction. Insight: 1.Average call seconds duration in incoming calls received by an Agent is 198.62 second, 19-20 time bucket has maximum average call duration 203.4 s followed by 10-11 time bucket with 203.3s average call duration. 2.Total 117988 calls came between 1 Jan 22 to 23 Jan 22, among all time bucket 11-12 had highest number of incoming calls which is 12.40% of total phone calls 3.Average incoming call per day is 5130 and 70% call are answered on average. 4.For 90% call acceptance rate 57 agents required per day on average and 17 agents requires per night on average. 5.For 10 % abandon call rate each day throughout the month the company needs 46 more agents.
