This Power BI dashboard analyzes the call center data to provide insights into overall customer satisfaction, call volume, agent performance, and other key performance indicators.
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The dashboard includes the following features:
- Overall customer satisfaction rating and trends over time
- Call volume analysis, including calls answered, abandoned, and missed
- Calls by time analysis, including hourly call volume and response time
- Agent performance quadrant, showing the average handle time (talk duration) vs calls answered
To use this dashboard, you will need to have Power BI Desktop installed on your computer. You can download Power BI Desktop for free from the Microsoft website.
Once you have downloaded and installed Power BI Desktop, you can open the .pbix file included in this repository to view and interact with the dashboard.
The data for this dashboard was provided by PwC as part of The Forage's virtual internship program. The data was cleaned and transformed using Microsoft Excel before being imported into Power BI Desktop.
If you would like to contribute to this project, feel free to submit a pull request. Before submitting a pull request, please make sure that your changes do not break any existing functionality and that your code follows the same coding standards as the rest of the project.
This project is licensed under the MIT License - see the LICENSE.md file for details.
- Thank you to PwC and The Forage for providing the virtual internship and data for this project.
- The design of this dashboard was inspired by the Microsoft Power BI Sales & Marketing Dashboard template.