This week I decided to create a Power BI dashboard focusing on RDWF's call center data. My main goal was to develop visualizations that would offer valuable insights into call center operations while also providing a detailed view of customer interactions.
One of the main challenges was determining which metrics were most important to include in the dashboard. Call centers data can contain a variety of fields, from call volume from waiting time to customer satisfaction scores and agent performance metrics. Selecting the most relevant metrics required careful consideration in my case.
Once I imported the data into Power Bi and defined the metrics, I focused on designing a dashboard with a clean and user-friendly layout. For the Executive Dashboard, I wrote some DAX calcs to highlight the highest number of records within a view and to calculate the rank for the city and state level. I then added some charts, graphs, and KPIs that provided a comprehensive view of call center performance, highlighting trends and areas for improvement. I also added buttons and generated the action, so that the user can switch between state and city view (please see below)
![](https://www.thedataschool.co.uk/content/images/2024/03/image-64.png)
Key Features:
- managers can access the dashboard to check the current situation for each state/city and make decisions based on the data
- the dashboard has a clean and intuitive design, with easily understandable visualizations.
- the graphs have a dynamic color based on the maximum number of records so that the user can easily see the areas with the highest records within each category.
- contains interactive features such as filtering, sorting, and rank capabilities and allows users to explore data from different perspectives and levels of detail.
In addition to the call center dashboard, I developed the Customer detail dashboard to explore individual customer interactions further. This offered insights into customer preferences, behavior, and sentiment, allowing RDWF to personalize interactions and improve overall customer experience.
![](https://www.thedataschool.co.uk/content/images/2024/03/image-65.png)
Key Features:
- offers the user the possibility to filter the view based on date, state, SLA and sentiment.
- the dashboard contains an effective use of color that highlights the sentiment of the customer ( ex. negative, very negative, positive, neutral) This can help the manager to distinguish the data faster and make the most appropriate decisions.
The limitations
- the date field contained only the records from Oct 2020, so I was unable to provide current year/month/day vs prior year/month/day analysis.
The Data is from RDWF | Call Center
Please find the published dashboard here:
https://www.novypro.com/project/contact-center-dashboard
![](https://assets.data.world/assets/logo-sparkle-noscircle.befdc9e044ded0c2756c24b3bff43b1c.png)