CallCentre_KPI: Data: CallCentre_KPI

In UBStats: Basic Statistics

Data: CallCentre_KPI

Description

This dataframe contains data on the calls to the call centre of a telecommunication company. In particular, it contains information about the calls (day and hour of the call), about the calling customer’s characteristics (private or corporate, or unknown), and about some key performance indicators (KPI). In particular, it contains information on the duration of the phases before the customer eventually reaches an operator. First, an automated system directs incoming calls to the appropriate department based on the reason for the call; then the customer waits in a queue until an operator becomes available. It also contains a variable indicating whether the caller hung up during a specific phase. For those customers whose call wad finally handled by an operator, we also know whether their issue was solved and their level of satisfaction, expressed at the end of the call.

Usage

data(CallCentre_KPI)

Format

A dataframe with n = 5007 observations and the following 11 variables (levels of the variables listed in alphabetical order):

• ID_Call (int): call identification

• Day (factor): weekday of the call (Mon, Tue, Wed,…, Sat)

• Hour (num): hour of the call

• Cust.Type (chr): customer’s type (Unknown, Private, Corporate)

• Time.Auto (num): time (in seconds) spent interacting with the automatic responder

• Time.Queue (num): time (in seconds) spent waiting in the queue for an operator

• Time.Talk (num): duration (in seconds) of the (eventual) conversation with an operator

• Reason (chr): reason for contact (Admin – administrative issues, Landline – fixed line, Mobile, and Activ/Transf – calls related to the activation or the transfer of a line)

• Outcome (chr): outcome of the call (Left.Aut_Resp – the client hung up before entering the queue, Left.Queue – the client hung up while waiting for an operator, Operator – the call was handled by an operator)

• Solved (chr): variable indicating whether the client’s issue was solved (No, Yes)

• Satisf (factor): level of satisfaction expressed by customers who interacted with an operator (VLow, Low, Med, High, VHigh).

UBStats documentation built on Aug. 27, 2025, 9:10 a.m.