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README.md

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+---
+license: cc-by-4.0
+task_categories:
+- tabular-classification
+- tabular-regression
+language:
+- en
+tags:
+- customer-service
+- telecom
+- hold-time
+- contact-center
+- ivr
+- synthetic-data
+- call-center
+- mindweave
+- insurance
+- cdr
+- agent-performance
+- customer-satisfaction
+- csat
+- test-data
+- workforce-management
+pretty_name: Call Center Records & Agent Performance Dataset
+size_categories:
+- 10K<n<100K
+configs:
+- config_name: agents
+  data_files: data/agents.csv
+  default: true
+- config_name: calls
+  data_files: data/calls.csv
+- config_name: ivr_menu
+  data_files: data/ivr_menu.csv
+---
+
+# Call Center Records & Agent Performance Dataset
+
+Call detail records for a simulated insurance company call center with 25 agents
+handling 35,000 calls over 12 months. Includes IVR menu paths, agent assignments,
+call outcomes, hold times, transfer chains, and customer satisfaction scores.
+
+Features realistic patterns: Monday morning surge, lunch dip, seasonal peaks
+during open enrollment, and two anomalies — a system outage causing mass
+abandoned calls, and a viral social media complaint driving call volume 4x.
+
+Ideal for: contact center analytics, workforce management, IVR optimization,
+agent performance dashboards, and customer experience analysis.
+
+
+## Tables
+
+| Table | Rows |
+|-------|------|
+| agents | 8 |
+| calls | 19,946 |
+| ivr_menu | 5 |
+| **Total** | **19,959** |
+
+## Formats
+
+- CSV (in `data/` directory)
+- Parquet (available in full version)
+- SQLite (available in full version)
+
+## About
+
+Generated by [Mindweave Technologies](https://mindweave.tech) — realistic synthetic datasets for developers, QA teams, and data engineers.
+
+Browse all datasets: [mindweavetech.gumroad.com](https://mindweavetech.gumroad.com)

data/agents.csv

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+id,name,skill_group,experience_years,avg_handle_time_min
+1,Maria Santos,claims,5,6.2
+2,James Wilson,claims,3,7.8
+3,Priya Patel,billing,7,4.5
+4,Tom Chen,billing,2,5.9
+5,Sarah Johnson,general,4,5.1
+6,Mike Brown,general,1,8.3
+7,Lisa Park,claims,6,5.8
+8,David Kim,billing,4,5.2

data/ivr_menu.csv

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+path,label,route_to
+1,Claims,claims
+2,Billing & Payments,billing
+3,Policy Changes,general
+4,New Quote,general
+0,Speak to Agent,general