PWC Power Bi Virtual Experience - Call Center Data Set Analysis

Problem Statement

KPI’S Requirement

• Total number of calls over a specified period
• Total call duration in hours
• Total call duration in minutes
• Response time percentage

Data Source

The data used was obtained from PWC Power Bi virtual case experience

Data preparation

The data cleaning and transformation was done in Excel using advanced power query editor and also Power Bi transform capabilities.

• Handling missing values
• Removal of duplicates
• Removal of unnecessary columns and rows
• Data type; Changed date type with locale

Creating New Measures using DAX

DateDim = $CALENDAR(MIN('Call Center_Call Center'[Call Timestamp]),MAX('Call Center_Call Center'[Call Timestamp]))$

Day of the week; Day = $FORMAT(DateDim[Date],"ddd")$

Day No = $WEEKDAY(DateDim[Date],2)$

TotalCalls = $COUNT('Call Center_Call Center'[Id])$

TotalCallDuration(Min) = $SUM('Call Center_Call Center'[Call Duration In Minutes])$

TotalCallDuration(Hrs) = $[TotalCallDuration(Min)]/60$

AvgCallDuration(Min) = $AVERAGE('Call Center_Call Center'[Call Duration In Minutes])$

Response Time % = $CALCULATE([TotalCalls],'Call Center_Call Center'[Response Time] ="Within SLA"|| 'Call Center_Call Center'[Response Time] = "Above SLA")/[TotalCalls]$

Data Modelling

*created a relation between the main table and the date dimention table

Home Dashboard

Uing Charts to Visualize the performance of the call center

Grid Dashboard

Displaying a table of all call details