Call Centre Trends Dashboard

This project is the first task as part of the PwC Switzerland Power BI Virtual Case Experience Program hosted by Forage.

Objective:

To give you a background of the task, a call centre manager has sent a dataset comprising call centre data for Q1 and wants an overview of the long-term trends in customer and agent behaviour. My job was to create a dashboard that highlights all the relevant KPIs.

KPIs to be delivered

• Overall Customer Satisfaction
• Overall calls answered/abandoned
• Calls by time
• The average speed of an answer
• Agent’s Performance Quadrant

Procedure :

The following data file used is in a CSV format. Once data was loaded into the power query editor, changes such as updating data types, adding columns and replacing values were executed to improve the data analysis process. Then the data was loaded into the power bi canvas for modelling. Since there was only one table in the dataset, no data modelling was required. A set of calculated columns and measures was created to analyze the KPIs and visualized through a dashboard using cards, charts and graphs.

The static image of the dashboard is revealed below. (Click on the image to view it.)

Please feel free to share your feedback on my work.