This project focuses on building an interactive call center performance analytics dashboard using Power BI, inspired by a PwC-style business case.
The dashboard provides actionable insights into call volume, agent performance, customer satisfaction (CSAT), resolution rates, and call handling efficiency, enabling data-driven operational improvements.
To analyze call center operations and build a centralized dashboard that helps stakeholders monitor service quality, agent efficiency, and customer experience, supporting informed decision-making and performance optimization.
- Designed end-to-end call center analytics dashboards using Power BI
- Analyzed agent-level performance and customer satisfaction metrics
- Used interactive slicers and filters for time, agent, topic, and weekday analysis
- Improved skills in operational analytics and KPI-driven dashboard design
- The project uses a call center dataset containing detailed call handling and customer satisfaction data.
- 🔗 Dataset Link: Dataset
- Key Dataset Attributes:
- Call volume and call timestamps
- Agent name and performance metrics
- Call resolved and call abandoned status
- Speed of answer and average handling time
- Customer satisfaction (CSAT) levels
- Call topics, weekdays, and monthly trends
- 🔹 Core Call Center KPIs
- Total Call Volume
- Call Resolved Percentage
- Call Abandoned Percentage
- Customer Satisfaction Score (CSAT)
- Average Speed of Answer
- Average Call Handling Time
- 🔹 Performance & Trend Analysis
- Agent-wise performance comparison
- Call volume by hour and by weekday
- Customer satisfaction level distribution
- Topic-wise and time-based call analysis
- Identification of peak load and efficiency gaps
- Majority of calls are successfully resolved, indicating strong service efficiency
- CSAT scores highlight opportunities for improving customer experience
- Certain agents consistently outperform others in resolution rate and handling time
- Peak call volumes occur during specific hours and weekdays
- Higher abandonment rates align with peak traffic periods
For a detailed report and interactive analysis, refer to the PwC Call Center Performance Analytics Dashboard
| Component | Technology |
|---|---|
| Dashboard development & visualization | Power BI |
| Data Modeling | Call center data relationships |
| Source datasets | CSV / Excel |
| KPI calculations and performance metrics | DAX |
This project demonstrates the effective use of Power BI for call center analytics, transforming operational data into meaningful performance insights.
It highlights strong skills in customer experience analysis, agent performance tracking, KPI monitoring, and interactive dashboard storytelling, making it a strong portfolio project for data analytics and BI roles.