PhoneNow the story of a Call Center

Hello World!
I am excited to share a new story with you

Context

There is a fictional company named "PhoneNow". Claire the call center manager needs the following business questions to be solved

• Overall customer satisfaction
• Overall calls answered/abandoned
• Calls by time
• Average speed of answer
• Agent’s performance quadrant -> average handle time (talk duration) vs calls answered.

I got this task from Forage as part of Completing the PwC Switzerland Power BI Virtual Case Experience.

About dataset

• This is Call Center Data for Quarter One (Jan - Mar) 2021.
• The dataset has 5000 entries distributed among eight columns viz Call Id; Agent; Date; Time; Topic; Answered (Y/N); Resolved; Speed of answer in seconds; AvgTalkDuration; and Satisfaction rating.
• Six topics.
• Eight Agents
• Office time from 9 am to 6 pm (8 hours of duty).

About Report

To achieve the final report page and answer the above-mentioned business questions,

• Visualization used: Card, Composite Card, Clustered Column Chart, Rating Star filler, Pie chart, Sparkline, Key Influencer, Navigation buttons, Slicer.

• Dax Used: SELECTEDVALUES(), CALCULATE(), AVERAGE(), SWITCH(), COUNTROWS(), DISTINCT(), DEVIDE().

Findings

Using this report a report consumers can

• Slice through Daily, Monthly, and Hourly calls trends.
• Slicing through "Agent" he/she can find Agent's Overall Performance,
  
  • Overall Ratings,
  • Overall Customer Satisfaction,
  • Total Calls made,
  • Overall Calls Answered/Drop,
  • Avg. call duration,
  • Avg. Response Time,
  • Drill through satisfaction by topic & topics trend, and determine customer satisfaction by key influence.

Additional things done
Logo creation, ETL, Sorting time & months chronologically. Published to server.

Now it is the time to have a hands-on experience on the project.
I am welcoming healthy criticism & suggestions.

Report view: https://lnkd.in/dtAdwZmc

PBIX File: https://lnkd.in/dhBwByGj