Assignment - The purpose of this assignment is to apply selected data analysis and visualization techniques and associated software tools previously covered in this course to analyze and summarize a dataset.
Problem - The "Call Center Metrics" file dataset contains call center performance metrics from across four different geographic regions and 10 different departments within a business organization. A description of each data field is provided in the "Call Center Metrics" file.
Senior management has asked you to summarize this dataset and perform some basic data analyses on selected items. The senior management team has specific requirements regarding which software tools to use for each analysis. R and IBM SPSS Modeler are required for the data analyses portion of the assignment. Tableau or Excel is required for the data summarization portion of the assignment.
A key goal of the analysis is to ascertain which regions and departments are performing the best. You must identify the top performers and provide justification for each. You will present all analysis results in a PowerPoint presentation for the senior management team.
Analyses - Complete the following steps to execute the assignment.
1. Perform a data audit: Using IBM SPSS Modeler, perform a data audit on the dataset using the Data Audit Node. The following fields need to be selected for the data audit: AvgHoldTime, AvgSpeedAnswer, AvgTimePhoneTalk,AvgTimePhonePerDay, AvgPercentAbandRate, AvgPercentFirstCallSuccess, and AvgCustSatScore. Take a screenshot of the audit results. Save your IBM SPSS Modeler *.str file. This file will be submitted as part of this assignment. Take note of the results, as you will summarize the findings.
2. Perform a correlation analysis: Using R, perform a correlation analysis on the following fields: AvgHoldTime, AvgSpeedAnswer, AvgTimePhoneTalk,AvgTimePhonePerDay, AvgPercentAbandRate, AvgPercentFirstCallSuccess, and AvgCustSatScore. Export the results into an .html file. Take a screenshot of the results in the .html file. Copy all R commands used into a Word file. This file will be submitted as part of this assignment. Take note of the results.
3. Create charts using Excel pivot tables/charts or Tableau: One or both tools can be used for this portion of the assignment. Create all necessary charts to convincingly ascertain which regions and departments are performing the best. At least four different chart types must be used to share this information. Save the Excel and Tableau files. These files will need to be submitted as part of this assignment. Take note of the results, as you will summarize the findings.
Attachment:- Assignment Files.rar