Call Center: Analysis 2021

Introduction

• The call center analysis dashboard seeks to highlight different KPI's for contact center agents, managers and stakeholders as a whole.
• DAX Concepts on PowerBi were used to come up with new measures such as:
  • Satisfaction rating.
  • Speed of Answer.
  • Percentage of answered calls.
  • Average satisfaction.

KPI Analysis

The following KPI's were analyzed, to investigate the data, and visualize key points that needed attention:

• Total number of calls answered and abandoned
• Speed of answer
• Length of calls
• Overall customer satisfaction

Data Sourcing

This is a sample dataset from the original. Names and identifying details have been changed to protect the privacy of the individuals.

Data Cleaning

• The data required no cleaning.
• PowerBI automatically connected the dataset into a star schema model

Data Modelling

• DAX formulas were used to create new measures for the analysis of the KPI's
• For example, the following formula was used to calculate the "Satisfaction Rate" of customers.

Visualization

A simple visualization is created to showcase the KPI's and derivation of insights from the data.

• The interactive dashboard can be found on my PowerBi profile https://app.powerbi.com/groups/me/reports/5597a14c-e069-49d3-9f84-df726bf45b64?ctid=50d44196-13af-456c-92b4-1d66c0900ce5&pbi_source=linkShare

• You may have to create a PowerBi account to view the dashboard. Alternatively, access the .pdf version supplied.