Google Fiber Dashboard Analytics

Google Fiber Dashboard for Improving Call Center Performance
This project enables real-time insights for customer-focused, data-driven decisions aimed at improving call center performance.

Live Dashboard

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Executive Summary & Key Findings

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Strategic Insights: The 80/20 Principle in Action

Our analysis revealed optimization opportunities aligned with the Pareto Principle:

1. Problem Type Focus (80.23% of Issues):

   • Type 5 Issues: 50.65% of repeat calls
   • Type 2 Issues: 29.58% of repeat calls
   • Strategic Focus: Targeting these problem types addresses the majority of challenges.

2. Market Concentration (96.09% of Volume):

   • Market 1: 62.47% of repeat calls
   • Market 3: 33.62% of repeat calls
   • Resource Optimization: Focusing on these markets maximizes improvement impact.

3. Timing Patterns:

   • 27.68% of repeat calls occur on Day 1
   • 58.25% of repeat calls happen within the first 3 days
   • Critical Window: Enhanced follow-up within a 3-day window is recommended.

Business Impact

• Goal: 25% reduction in repeat call rate next quarter (currently 31.2%)
• Potential Impact: Resolve 75-80% of repeat call issues
• Resource Allocation Model: Optimized for efficiency

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Project Documentation

Business Intelligence Documents

• Strategy Document (PDF)
• Stakeholder Requirements (PDF)
• Project Requirements (PDF)
• Follow-up Questions (PDF)
• Dashboard Mockup (Image)

Data Analysis Process

📂 Data Files

• Market 1 Call Center Data
• Market 2 Call Center Data
• Market 3 Call Center Data
• Combined BigQuery Analysis

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Dashboard Development

1. Data Integration & Cleaning

   • Consolidated market data
   • Standardized formats
   • Validated consistency

2. Metric Development

   • First Contact Resolution (FCR) Rate
   • 7-Day Follow-up Patterns
   • Market Performance Metrics
   • Problem Type Distribution

3. Visualization Strategy

   • Real-time performance tracking
   • Cross-market comparison
   • Problem type analysis
   • Temporal trend visualization

Implementation Recommendations

1. Immediate Actions

   • Focus training on Problem Types 5 and 2
   • Prioritize Markets 1 and 3
   • Enhance 3-day follow-up protocols

2. Resource Optimization

   • Targeted training programs
   • Market-specific support teams
   • Enhanced first-call resolution protocols

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Contact

For inquiries about this analysis:

• LinkedIn Profile
• Professional Website
• Tableau Portfolio
• Email

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© Melissa Slawsky 2025. All Rights Reserved.
This repository contains proprietary analysis.

Published Project URL: Google Fiber Call Center Dashboard