PwC Switzerland Virtual Internship- Call Centre Analysis with POWER BI (Task 2)

This project is about a Call Centre Manager who needs a data visualization on their call centre data for management discussion. The data was from a period of January to March and contained ; information about satisfactory rating of agents , average call duration, Agent's code and names, speed of answer, Date details, etc.

Two interactive dashboards were created for this project and are presented below; The first dashboard is meant to display the general performance of the call centre in terms of total calls, Average rating, Calls answered and abandoned, Total calls by Topic . These metrics can interact with each other and can be filtered by the month and day slicers. This dashboard also contains a button that leads to the agent analysis page on click.

The second dashboard is purposely to assess the performance of the call centre agents. Each one of the seven call centre can be assessed by total calls answered/abandoned, average Satisfactory rating from clients, total calls resolved/not resolved and an agent performance quadrant to rate these agents by their average talk duration and number of calls answered.