Hey avi22nayak,
The "IVR duration" column in your dataset likely refers to the duration of interactions or calls processed through an Interactive Voice Response (IVR) system. IVR is a technology that allows computer systems to interact with callers through voice and DTMF (Dual-Tone Multi-Frequency) tones via telephone keypad inputs. It's often used in customer service and call centres to automate certain tasks or provide information to callers without the need for human intervention.
The "IVR duration" column may contain the following information:
Duration of IVR Interactions: It could represent the length of time (in seconds or minutes) that a caller spent interacting with the IVR system during a phone call. This duration can vary depending on the complexity of the IVR menu and the tasks the caller needs to complete.
Total Time Spent in IVR: In some cases, it might represent the cumulative time spent by a caller navigating through different IVR menu options and completing various tasks before reaching a live agent or resolving their query.
IVR Call Length: It could be the duration of the entire call, including both time spent interacting with the IVR system and any additional time spent speaking with a human agent if the call was transferred.

In task 4, You have been asked to propose a night shift manpower plan. The dataset provided doesn't contain any night shift data.
Therefore, we have given you an assumption as follows: "An agent works for 6 days a week; On average, each agent takes 4 unplanned leaves per month; An agent's total working hours are 9 hours, out of which 1.5 hours are spent on lunch and snacks in the office. On average, an agent spends 60% of their total actual working hours (i.e., 60% of 7.5 hours) on calls with customers/users. The total number of days in a month is 30."
We have also given you the night shift calls distribution in each time bucket in a separate table. You can use that data for average duration of calls in each time bucket. Once you propose the night shift manpower plan (Number of agents required in each time bucket), You can then propose 24 hour manpower plan in each time bucket by combining manpower plan of Day shift & Night shift both.

Doubt regarding Dataset and Task 4