Call Center Dashboard (Power BI)

This interactive Power BI dashboard provides a comprehensive view of call center performance and efficiency. It delivers real-time insights into:

Key Metrics: Total calls (5K), average speed of answer, and number of active agents.

Call Trends: Distribution of calls by hour and by month to analyze workload patterns.

Service Quality: Answered vs. resolved calls, with SLA compliance (accepted vs. rejected cases).

Agent Performance: Detailed breakdown of calls handled, resolved, and average satisfaction scores per agent.

Customer Satisfaction: Overall satisfaction score (3.40) and comparison of ratings across topics like admin support, technical support, streaming, payment, and contract-related issues.

Designed to help managers monitor KPIs, identify trends, optimize agent productivity, and improve customer experience through data-driven decision making.