Getting started with Power BI

This is my first project on data analysis using Power BI. I started using MS Excel a month ago for data analysis purposes, but today I realized that Power BI is something different. My first project is based on getting insights from call center data and evaluating certain KPIs. The data is secondary in nature. The below KPIs are required.

• Overall customer satisfaction
• Overall, calls were answered or abandoned.
• Calls by time
• Average speed of answer
• Agent’s performance quadrant: average handle time (talk duration) vs. calls answered.

There are some conclusions that are derived from the above dashboard.

1. The percentage of answered calls is around 81%, which is a good number.
2. Based on the answered calls, the issues that have been resolved are around 80%.
3. The average satisfaction rating given by the callers is 3.40, but the target should be at least above 4.
4. The agent statistics table gives us a clear understanding of the performance of all the agents.
5. In January, the number of answered calls was high.
6. The average speed of answers is around 67 seconds.

Apart from evaluating KPIs, this dashboard consists of three slicers, such as date range, topic, and agent name. The customer can use these slicers and filter out the dashboard. The dashboard is deployed on GitHub. Click here to check.