I designed this Power BI dashboard to evaluate the overall performance of a call center, focusing on agent productivity, call resolution rates, monthly call volumes, and customer satisfaction metrics. The dashboard helps stakeholders understand where their support team excels and where improvements are needed — all in one interactive report.
🎯 Project Objective
To develop a dynamic, data-driven dashboard for visualizing:
- Total and resolved calls
- Agent call distribution
- Monthly call trends
- Resolution efficiency and satisfaction rates
- Call topics and durations
- Individual agent performance
🧠 Key Skills & Technologies Used
- Power BI Desktop
- DAX (Data Analysis Expressions) for calculated measures
- Data Modeling & Relationships
- Custom Visuals (bar charts, donut charts, KPIs)
- Interactive slicers and timeline filters
- UX/UI dashboard design for clarity and performance tracking
📊 Dashboard Highlights
✅ KPI Cards
- Total Calls: 5,000
- Total Answered: 4,054
- Calls Rejected: 946
- Resolution Rate: 72%
- Satisfaction Metrics: Highlighted per agent (e.g., Dan’s top rating)
📈 Agent Performance
- Breakdown of answered vs. missed calls by agent
- Duration of calls handled by each team member
- Highest-performing agents: Jim (answered most calls), Dan (top satisfaction)
📅 Time-Based Analysis
- Total calls across January to March
- Interactive time slicer to filter performance by date range
🧾 Call Topics
- Analyzed across categories: streaming, technical support, admin, payments, and contracts
- Insight into which issues dominate customer interactions
💡 Insights Gained
- Jim handled the highest number of calls
- Dan received the highest customer satisfaction rating
- Only 18.9% of calls were rejected, with high agent responsiveness
- Call volumes and rejection rates remained steady across the quarter
📌 What This Project Demonstrates
This project showcases my ability to:
- Build executive-level dashboards using Power BI
- Apply complex DAX formulas for performance metrics
- Create interactive, responsive reports for real-time decision-making
- Translate data into actionable insights for business stakeholders
📥 Want to See More?
Let’s talk about how I can build custom dashboards for your business or team.