Call Center Performance – KPI Dashboard

Date: April 2025

🛠️ Tools Used

Power BI · DAX · Excel

🎯 Project Scope & Objectives

Monitor and visualize call center performance using realistic operational metrics
Calculate KPIs such as NPS, CSAT, SLA Compliance, AHT, and FTR
Provide agent-level insights for team performance analysis
Enable filtering by contact channel (Voice, Email, Chat)

🔍 Dashboard Highlights

Interactive KPI summary with key performance scores
Daily trend of Average Handle Time (AHT)
Customer satisfaction breakdown by channel and agent
NPS group distribution and agent-level SLA/FTR performance

📎 Project Resources

📄 Download Dataset

🖼️ Dashboard Screenshots

KPI Summary