Enterprise Call Center Efficiency Dashboard
The Challenge
Management struggled to monitor agent performance and Service Level Agreements (SLAs) due to the sheer volume of daily call logs. Static reporting failed to highlight operational bottlenecks during peak hours.
The Execution
- Big Data Handling: Processed and modeled a massive dataset containing over 2 million call records.
- Metric Engineering: Created advanced DAX measures to calculate critical operational KPIs, specifically focusing on the Answer Rate and Service Level thresholds.
- Dashboard Design: Built an intuitive, executive-facing Power BI dashboard with drill-through capabilities to analyze individual agent performance.
Business Impact
- Operational Visibility: Successfully identified a forecasting accuracy bottleneck at 71.6%, allowing management to readjust staffing models.
- Real-time Tracking: Replaced delayed reporting with dynamic insights, improving response times during high-volume call periods.