📊 Call Center Performance Dashboard

This project showcases a Power BI dashboard built to monitor and analyze the performance of a call center. It tracks key operational metrics that are essential for improving customer satisfaction and optimizing agent performance.

📌 Project Objectives

• Monitor real-time and historical call center metrics
• Identify bottlenecks and inefficiencies in call handling
• Empower managers to make data-driven decisions

📈 Key Features

• KPI Cards: AHT, FCR, CSAT, Call Volume, Agent Utilization
• Trend Analysis: Monthly call trends and resolution rates
• Agent Comparison: Bar charts highlighting top and bottom performers
• Interactive Filters: Filter by time, agent, or department for deeper insights

🛠️ Tools Used

• Microsoft Power BI
• DAX for calculated metrics
• Excel for base data source

🔍 How to Use

1. Download the .pbix file from this repo.
2. Open it in Power BI Desktop.
3. Use the slicers and visuals to explore trends and performance metrics.

📂 File Structure

• Call Center Performance.pbix: Main dashboard file

📬 Feedback

Feel free to raise issues or suggest improvements. Collaboration is welcome!