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This dataset consists of the call data of customers from a fictitious phone company. It deals with when customers call in, how long it took before, during, after the call, and the resolutions given for the problems they called in for. The sample data is structured in rows and columns, and saved in a .csv file.

Feature datasets and columns

  1. Call_Log: Information on the calls themselves
  • Agent_ID: ID of the call agent

  • Call_Date: The exact hour and date of the call

  • Talk_Time: Time the phone call took

  • After_Call_Work_Time: Time it took to wrap up after the phone call

  • Queue_Time: Time it took for the call to reach through

  • Call_resolution_ID: ID of the resolution used

  • Call_Type_ID: The type of call

  • Plan_ID: The plan user used for their phone
  1. Call_Resolution_Type
  • Call_resolution_ID: ID of the resolution used

  • Call_resolution_Description: Type of resolution. Includes "Call resolved by agent", "Transferred to other agent", and "Escalated to Supervisor"
  1. Call_Type
  • Call_Type_ID: ID of the type of the call
  • Call_Type_Description: The reason of the call. Includes "Billing & Payments", "Technical Support", "Service Changes", "Products & Services", and "General Inquiries".
  1. User_experience
  • Agent_ID: ID of the call agent

  • Call_Date: The exact hour and date of the call

  • User_Experience: How the customer rated the call experience
  1. Wireless_Plans
  • Plan_ID: The plan user used for their phone

  • Monthly_Fee: Cost of each month for the plan

  • Data_GB: Data limit of the plan