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Power BI Dashboard Tutorial: Call Center Trend Analysis

🎯 Objective

To track and analyze the performance of call center agents, call handling efficiency, customer satisfaction, and topic-wise issue resolution using interactive visuals.

This type of dashboard is commonly used to monitor agent performance, call outcomes, and customer experience trends in a call center environment.

📊 Key Sections of the Dashboard

1. KPIs at the Top

  • Total Calls, Answered, Rejected, Resolved, and Unresolved Calls are displayed using KPI tiles.
  • Two percentage metrics:
    • % Calls Answered = Answered / Total
    • % Calls Resolved = Resolved / Total
  • Icons (📞, ❌, ✅) are used to enhance visual comprehension.

🔧 How to Create: Use Card visual for each metric and set custom icons via conditional formatting or Unicode.

2. Filters/Slicers

  • Dropdown slicers allow users to filter by:
    • Topic
    • Month
    • Virtual Case Experience

🔧 How to Create: Use Slicer visual, connected to appropriate columns in your data model.

3. Gauge Visual: Avg vs Target Rating

  • Displays current average rating versus a target (e.g., 4.40).
  • Helps monitor customer satisfaction.

🔧 Use: Gauge visual, bind it to a measure like Average(Rating) and set a target manually.

4. Trend Line: Total Calls by Month

  • Shows how call volume changes over time.
  • Ideal for identifying peak and low seasons.

🔧 Use: Line chart, with Month on X-axis and Total Calls on Y-axis.

5. Donut Chart: Average Rating by Agent

  • Displays how each agent is rated by customers.
  • Easy comparison of individual performance.

🔧 Use: Donut chart, bind Agent to legend and Average(Rating) as value.

6. Bar Chart: Answered vs Resolved Calls by Agent

  • Dual-series comparison for each agent.
  • Identifies discrepancies between answering and resolving.

🔧 Use: Clustered bar chart, with Agent on axis, two measures (Answered, Resolved) as values.

7. Bar Chart: Minutes Spent on Call by Agent

  • Tracks time efficiency across agents.
  • Y-axis = Agents, X-axis = total minutes.

🔧 Use: Horizontal bar chart, summing CorrectedMinutes.

8. Stacked Bar: Answered vs Resolved Calls by Topic

  • Breaks down calls by topic and outcome.
  • Shows performance by issue type.

🔧 Use: 100% Stacked Bar Chart, with Topic as axis and Call Type as legend.

9. Ribbon Chart: Resolved Calls by Agent and Topic

  • A ribbon-style visual highlighting how different topics are resolved by agents.
  • Emphasizes volume and variety of topics per agent.

🔧 Use: Ribbon chart, with Agent as axis, Resolved Calls as value, and Topic as legend.

10. Treemap: Agent Distribution

  • Visualizes volume or count of calls per agent in a block-style layout.

🔧 Use: Treemap, with Agent as group and Total Calls or Resolved Calls as value.

🧠 Key Learnings for Power BI Users

  • Use KPI Cards and Gauge Charts to show progress toward goals.
  • Employ slicers for interactivity.
  • Utilize dual bar charts for comparison metrics (Answered vs Resolved).
  • Combine visuals and icons for intuitive storytelling.
  • Maintain consistent color schemes to represent call outcomes or agents.

🔧 Tips to Recreate This Dashboard

  1. Prepare the Data Model
    • Ensure date columns are in date format.
    • Use a separate Date table for filtering.
  2. Create Measures in DAX
Total Calls = COUNT('Call Centre Records'[Answered (Y/N)])
Calls answered = IF('Call Centre Records'[Answered (Y/N)]="y",1,0)
Total Calls Answered = SUM('Call Centre Records'[Calls answered])
calls not answered = IF('Call Centre Records'[Answered (Y/N)] = "N",1,0)
Total Calls Not answered = SUM('Call Centre Records'[calls not answered])
% calls not answered = DIVIDE([Total Calls Not answered],[Total Calls])
  1. Build and Format Visuals
    • Add icons using Unicode in titles or cards.
    • Format visuals to use same font and style for consistency.
    • Use tooltips for extra context (e.g., agent details or call breakdown).