Data

Our datasets for this project contain comprehensive daily call center operational metrics with complete data coverage across two years of call center operations, spanning from November 27, 2023, to November 15, 2025.

Data Inventory

Note: The actual dataset files have been excluded from this repository for confidential reasons.

Dataset	Source	Notes
Call-Related Data	Routing / Telephony Logs	Granular interaction leg details. Contains customer_id and expert_id (needs masking).
Expert Metadata	WFM / HR Systems	Expert lifecycle, status, and aggregated performance metrics.
Historical Outcomes	CRM / Ticketing System	Session-level resolution, transfer counts, and outcomes.
Expert State & Interval	Presence / Activity Logs	30-minute interval state, availability, and occupancy tracking.

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Data Dictionaries

1. Call-Related Data

Contains granular metrics for individual interaction legs.

Data Field	Data Type	Description
tax_year	INT	Reporting year bucket.
cc_id	STRING/ID	Canonical contact identifier.
engagement_id	STRING	Engagement/workflow identifier.
interaction_date	DATE	Date anchor for the interaction.
arrival_time_utc	TIMESTAMP	Earliest observed arrival.
start_time_utc	TIMESTAMP	Earliest agent-leg start.
end_time_utc	TIMESTAMP	Latest agent-leg end.
customer_id	STRING	Customer identifier.
customer_id_source	STRING	Source of customer_id.
expert_id	STRING	Handling expert identifier.
answered_flag	STRING	Yes/No answered indicator.
product_group_sku	STRING	Product/routing grouping.
communication_channel_type	STRING	Channel/initiation descriptor.
communication_leg_direction	STRING	Interaction leg direction.

2. Expert Metadata

Captures the lifecycle, status, and aggregated metrics of call center experts.

Data Field	Data Type	Description
tax_year	INT	Reporting year bucket.
expert_id	STRING/ID	Canonical expert identifier.
first_started_date	DATE	Lifecycle start proxy date.
first_active_date	DATE	Active/production proxy date.
latest_termination_date	DATE	Lifecycle end date.
tenure_as_of_date	DATE	Date used as tenure boundary.
tenure_is_ongoing_flg	INT	Ongoing-tenure indicator.
tenure_days_since_start	INT	Days from first_started_date.
tenure_days_since_first_active	INT	Days from first_active_date.
agent_status	STRING	Current lifecycle status label.
active_flg	STRING	Current active indicator.
business_segment	STRING	Lifecycle business segment.
expert_segment	STRING	Lifecycle expert segment.
access_rule	STRING	Lifecycle access rule/profile.
routing_profiles_seen_raw	STRING	Observed routing profiles (raw).
routing_profiles_seen_clean	STRING	Observed routing profiles (clean).
skill_certifications	STRING	Combined skill descriptor.
contacts	BIGINT	Count of contact-level rows.
answered_contacts	BIGINT	Count of answered contacts.
average_handle_time_seconds	DOUBLE	Average handle seconds.
average_hold_time_seconds	DOUBLE	Average hold seconds.
resolution_rate	DOUBLE	Resolution proxy percentage.
transfer_rate	DOUBLE	Transfer percentage.

3. Historical Outcomes

Records the results, transfers, and resolution behaviors of customer sessions.

Data Field	Data Type	Description
tax_year	INT	Reporting year bucket.
calendar_year	INT	Calendar year.
session_contact_id	STRING	Canonical session key.
expert_assigned_id	STRING	Final assigned expert ID.
resolution_outcome	STRING	Outcome classification.
transfer_destination	STRING	Destination queue/profile.
transfer_count	BIGINT	Count of transfer events.
post_resolution_behavior	STRING	Repeat-contact indicator.
transfer_flag	STRING	Session-level transfer indicator.
first_call_resolution	STRING	First-call resolution proxy.
hold_time_seconds	DOUBLE	Total hold time seconds.
duration_of_call_minutes	DOUBLE	Session duration in minutes.
cc_id	STRING	Contact ID context.
engagement_id	STRING	Engagement context.
conversation_id	STRING	Conversation context.
case_number	STRING	Case identifier field.
customer_id	STRING	Customer identifier.
expert_assigned_id_source	STRING	Source of assigned expert.
expert_from_assignment_id	STRING	Assignment-summary expert ID.
expert_from_interaction_id	STRING	Interaction-derived expert ID.
expert_id_source_mismatch_flg	INT	Source mismatch flag.
expert_assigned_id_in_lifecycle_flg	INT	Lifecycle membership flag.
expert_assigned_id_domain_status	STRING	Domain status classification.
session_start_time_utc	TIMESTAMP	Session start timestamp.
session_end_time_utc	TIMESTAMP	Session end timestamp.
interaction_date	DATE	Session interaction date.

4. Expert State & Interval

Tracks adherence and activity states across standardized 30-minute intervals.

Data Field	Data Type	Description
tax_year	INT	Reporting year bucket.
date	DATE	UTC interval date.
time_interval_30m_utc	STRING	30-minute UTC label.
expert_id	STRING	Canonical expert ID.
total_handle_time_seconds	DOUBLE	Raw handle seconds.
total_available_time_seconds	DOUBLE	Raw available seconds.
activity_break_meal_seconds	DOUBLE	Raw break/meal seconds.
activity_meeting_training_seconds	DOUBLE	Raw meeting/training seconds.
activity_offline_unavailable_seconds	DOUBLE	Raw offline seconds.
activity_uncategorized_seconds	DOUBLE	Raw uncategorized seconds.
primary_activity_category_30m	STRING	Dominant activity category.
occupancy_pct	DOUBLE	Raw occupancy percentage.
normalization_scale_factor	DOUBLE	Scaling factor.
total_handle_time_seconds_normalized	DOUBLE	Normalized handle seconds.
total_available_time_seconds_normalized	DOUBLE	Normalized available seconds.
activity_break_meal_seconds_normalized	DOUBLE	Normalized break/meal seconds.
activity_meeting_training_seconds_normalized	DOUBLE	Normalized meeting seconds.
activity_offline_unavailable_seconds_normalized	DOUBLE	Normalized offline seconds.
activity_uncategorized_seconds_normalized	DOUBLE	Normalized uncategorized.
occupancy_pct_normalized	DOUBLE	Normalized occupancy.
interval_start_utc	TIMESTAMP	Interval start timestamp.
interval_end_utc	TIMESTAMP	Interval end timestamp.
total_state_overlap_seconds	DOUBLE	Raw total overlap seconds.
total_state_overlap_seconds_normalized	DOUBLE	Capped overlap seconds.
interval_over_30m_flg	INT	Raw overage flag.
interval_over_30m_normalized_flg	INT	Normalized overage flag.