Customer Service Call Resolution

This dataset provides comprehensive tracking of customer service calls, including caller and agent details, issue categories, resolution status, escalation, and customer satisfaction ratings. It enables organizations to analyze service quality, monitor agent performance, and identify trends or bottlenecks in call resolution processes. Ideal for improving response times, optimizing support operations, and enhancing customer experience.

  • last updated 12 Jul 2025
  • by GoMask
The brief that made it

Monitor and improve customer service response times and resolution rates

Sample rows

preview · 8 of 110 rows · all 18 columns
call_idstringresolution_statusstringcall_duration_secondsintegerfollow_up_requiredbooleanagent_namestringcustomer_idstringcustomer_namestringcustomer_emailstringcustomer_phonestringcall_datetimedatetimeagent_idstringissue_categorystringresolution_datetimedatetimeresolution_notesstringescalated_tostringcustomer_satisfaction_ratingintegerfollow_up_datetimedatetimeissue_descriptionstring
CALL00001resolved398falseJames O'NeillCUST0001Maria Gomezmaria.gomez@live.com+346123456782024-04-01T09:05:13ZAGENT001billing2024-04-01T09:16:52ZExplained charges and provided breakdown.blank5blankQuestion about recent invoice charges.
CALL00002escalated1497truePriya MenonCUST0002Aiden Smithaiden.smith@gmail.com+121255501232024-04-01T11:14:21ZAGENT002technicalblankInitial troubleshooting failed, sent to Tier 2.TECH_TEAM_02blank2024-04-02T10:00:00ZCannot connect to the mobile app.
CALL00003pending415trueLi WeiCUST0003Oluwaseun Adeoyeseun.adeoye@outlook.com+23481300012342024-04-01T13:33:12ZAGENT003accountblankReset link sent, awaiting customer confirmation.blankblank2024-04-01T15:00:00ZPassword reset not working.
CALL00004resolved255falseJames O'NeillCUST0004Yuki Tanakayuki.tanaka@gmail.com+8190123456782024-04-01T16:45:00ZAGENT001product2024-04-01T16:55:00ZReplacement arranged.blank4blankProduct arrived damaged.
CALL00005resolved540falseAna SantosCUST0005Jean Dupontj.dupont@orange.fr+331234567892024-04-02T08:22:17ZAGENT004billing2024-04-02T08:34:37ZFee waived as goodwill.blank5blankDispute over late payment fee.
CALL00006resolved82falseDavid KimCUST0006Chloe Müllerchloe.mueller@web.de+49151123456782024-04-02T11:11:40ZAGENT005other2024-04-02T11:12:55ZProvided details by email.blank3blankRequested information about company policies.
CALL00007resolved732falseJames O'NeillCUST0002Aiden Smithaiden.smith@gmail.com+121255501232024-04-02T13:10:50ZAGENT001technical2024-04-02T13:23:02ZSuggested update; issue resolved.blank4blankApp crashes on startup.
CALL00008pending116truePriya MenonCUST0007Sofia Rossisofia.rossi@gmail.com+3933344455562024-04-02T15:35:20ZAGENT002accountblankForwarded to billing team.blank32024-04-03T10:00:00ZUnable to update payment method.

What the 110 rows show

from the 110-row sample

Escalated (resolution status) stands out: mean call_duration_seconds is 1,139, against 317.3 for the rest.

  • 30%follow_up_required = true
  • 322.5median call_duration_seconds
  • 5issue categories
  • 11agents
  • 4median customer_satisfaction_rating
Mean call_duration_seconds by resolution_status110 rows
01,0002,000300.8resolved61 rows38.6unresolv…11 rows487.0pending24 rows1,139escalated14 rows
call_duration_seconds110 rows, in bands of 250
0255043341594211101,2502,250call_duration_seconds →

Median 322.5, from 1 to 2,050.

agent_name110 rows · top 10 of 24 values
  1. James O'Neill10
  2. Priya Menon9
  3. David Kim9
  4. Li Wei7
  5. Ana Santos7
  6. Test Agent7
  7. Jessica Carter7
  8. Ava Johnson7
  9. Priya Patel7
  10. Samuel Lee6
18 columns by typefrom the column list below
  • string 12
  • integer 2
  • datetime 3
  • boolean 1

Columns

18 columns in four groups
blueprint · 18 columns
columntypedescriptionexample
Text 12 columns
call_idstringUnique identifier for each customer service call.uniqueCALL00001
customer_idstringUnique identifier for the customer who initiated the call.CUST0001
customer_namestringFull name of the customer.optionalMaria Gomez
customer_emailstringEmail address of the customer.optionalmaria.gomez@live.com
customer_phonestringPhone number of the customer.optional+34612345678
agent_idstringUnique identifier for the customer service agent who handled the call.11 agentsAGENT001
agent_namestringFull name of the customer service agent.optionalJames O'Neill
issue_categorystringCategory of the customer's issue (e.g., billing, technical support, account management).billing · technical · account · product · otherbilling
issue_descriptionstringDetailed description of the customer's issue.optionalProduct arrived damaged.
resolution_statusstringCurrent status of the call resolution.resolved · unresolved · pending · escalatedresolved
resolution_notesstringNotes or summary of how the issue was resolved.optionalReplacement arranged.
escalated_tostringIdentifier or name of the department or agent the call was escalated to, if applicable.optionalTECH_TEAM_02
Numbers 2 columns
call_duration_secondsintegerDuration of the call in seconds.1 or more398
customer_satisfaction_ratingintegerCustomer's satisfaction rating for the call, on a scale from 1 (lowest) to 5 (highest).1 to 5 · optional5
Dates and times 3 columns
call_datetimedatetimeDate and time when the customer service call was initiated.2024-04-01T09:05:13Z
resolution_datetimedatetimeDate and time when the issue was resolved (if applicable).optional2024-04-01T09:16:52Z
follow_up_datetimedatetimeScheduled date and time for follow-up, if applicable.optional2024-04-02T10:00:00Z
True or false 1 column
follow_up_requiredbooleanIndicates whether a follow-up action is required for this call.false

Use it for

  • follow up requ…30%33 of 110 rowsmean call duration se…300.8reso…38.6unre…487.0pend…1.1kesca…

    A technology dashboard

    The follow_up_required rate, call_duration_seconds by resolution_status and a breakdown of agent_name. Excel, Power BI or Tableau.

  • Why do the 14 escalated rows have a mean call_duration_seconds of 1,139?

    A root-cause class exercise

    Hand out the rows and one question. The answer is in the data, not in the brief.

  • A software demo

    Believable calls with customer_id, customer_name and customer_email to fill a screen in front of a buyer.

Not quite right?

Make it yours.

Same 18 columns, your size and your rules. See 20 rows before you pay.

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This dataset110 rows18 columns
Yours1,000 rows18 columns

blueprint · customer-service-call-resolution

Behind this dataset

Same schema. As many rows as you need.

These 110 rows came out of a blueprint — 18 columns with generation rules behind each one. Open it in Data Factory to retune a column, add your own, wire in foreign keys, and run it at the size you actually need.

Rules it was built with
  • Log call start and end times
  • Record issue type and resolution status
  • Flag calls unresolved after 24 hours
  • Aggregate resolution rates by agent
  • Tag escalated calls
Rows
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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
customer-service-call-resolution

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