Call Routing Analysis, NTC

A field-grade telecom internship turning raw switch logs into Excel dashboards that the operations floor actually checked every morning.

The brief.

NTC's regional teams were making routing decisions on intuition because the underlying data wasn't presented usefully. The internship was an opportunity to build the missing visibility layer, pragmatic, quick, and owned by the people on shift.

How it was built.

1. STEP 01Pulled call-routing logs across five regional networks and reconciled inconsistencies.
2. STEP 02Identified peak traffic patterns by hour, day-of-week, and route.
3. STEP 03Built Excel dashboards tracking daily call volumes and routing efficiency.
4. STEP 04Documented workflows and trained 20+ staff on interpreting the new views.

What it moved.

• →Daily routing efficiency became a tracked KPI for the first time.
• →Knowledge-base documents are still in use by the operations team.
• →Earned a strong reference and a deeper appetite for data work.

Tools used.