Situation

This is a project for the Google Business Intelligence Certification.

Customers are calling back support after their first inquiry, stake holders want to understand how often and how effectively the team is able to answer customer questions for the first time.

Task

To investigate this issue 3 datasets from 3 different markets were collected, I joined (UNION) the datasets in Tableau as they had the same structure, the same could have been done in using SQL in Big Query.

As the B.I developer I consulted with stake holders to understand what is needed and what questions a dashboard should answer.

Action

Data sets where already cleaned and ready so the next step was to Union the sets in Tableau

• I used Jupyter notebook (Python) to do a quick Exploratory Data Analysis

• Using Tableau for visualization I created a number of graphs and dashboards

Google Fiber - Repeated Calls Analysis

Pie Chart:

Result

The Outcome of my work was a dashboard that shows how one specific market skews the problem of repeated calls , it can be identified by the tabulation of number of repeated calls by quarter, month and week

The 2 main problems are ‘internet and wifi’ and ‘technician troubleshooting

The analysis was surprising by rising a different kind of issue, if the company was to investigate further into the most problematic market the overall number of repeated calls might be lowered.

Reflection

Through this project, I learned the importance of communicating with stake holders, them being Management, fellow analysts or technical peers.

In the future I would conduct more user feedback to make sure that the people that use the dashboard are comfortable with it and get the information they from need from it.

I would suggest emphasizing work with geographical data in Tableau to achieve a finer granularity of bike usage data.