Triggering the case
A fairly large multilocational organization implemented a Call Data Analysis & Management System, or CDAMS in short, (this is a telephone log data analysis solution.). As a part of the setup process, the team of implementation consultants were requested to ingest and analyze a very large volume of calls received by the in-house IT help-desk. The year long data of call logs from the existing organization-wide electronic private automatic branch exchanges (EPABX) system were ingested by the system. Calls were filtered on the basis of call direction and destination (incoming calls to the IT help-desk) and were geolocated as well as classified based on the department. A preliminary look showed the following interesting trends:
Calls from some cellular numbers (similar to the series owned by the company in particular geographies) at odd hours from a senior personnel
Calls from Computerized Numerical Control (CNC) manufacturing/machine departments requesting assistance...
