Pwc Switzerland Power BI Virtual Case experience - Call Center Analysis Dashboard

About Project :

In this project, dashboard was created in Power BI for the call center manager that reflects all relevant Key Performance Indicators (KPIs) and metrics from the dataset.

Datasource :

Dataset used for this task was presented by Pwc Switzerland and available at call center dataset.

🛠 Tools & Technologies Used in project :

▪ SQL Server Management Studio

▪ Power BI Desktop

▪ PySpark

▪ PowerPoint (For Presentation and Insight)

Actions Taken :

Data transformation was done using PySpark in Databricks and transformed dataset was loaded into Power BI Desktop for getting insights.

Data Visualization (Dashboard) :

Insights :

Thus from above data visualization, it can be concluded that :-

▪ Monday received the majority of the calls.

▪ The majority of the calls pertained to streaming, with fewer calls addressing administrative support and contractual matters.

▪ 72.92% of total calls were resolved and 27.08% of total calls were not resolved.

▪ Average resolved time per call was 3.75 Min.

▪ Greg's resolution rate corresponded to the answered call rate.