📊 Power BI PhoneNow Dashboard

Welcome to the Power BI PhoneNow Dashboard project! This repository hosts a Power BI dashboard created during the PwC Switzerland Virtual Internship (Forage). The project focuses on analyzing a telecom company’s call center performance through various key performance indicators (KPIs).

Table of Contents

• Project Overview
• Features
• Getting Started
• Installation
• Usage
• Data Sources
• Key Performance Indicators
• Contributing
• License
• Links

Project Overview

The Power BI PhoneNow Dashboard is designed to provide insights into call center operations. It uses data visualization techniques to present performance metrics that are crucial for decision-making. This project is ideal for those looking to enhance their data visualization skills and build a strong business intelligence portfolio.

Objectives

• Analyze call center performance using KPIs.
• Visualize data to improve understanding of customer satisfaction and operational efficiency.
• Provide a user-friendly dashboard for stakeholders.

Features

• Interactive Dashboard: Users can interact with the dashboard to explore different metrics.
• KPI Tracking: Monitor average speed of answer, customer satisfaction, and resolution status.
• Agent-wise Breakdown: Analyze performance at the agent level.
• Data Visualization: Use charts and graphs to present data clearly.
• Export Options: Export reports for offline analysis.

Getting Started

To get started with the Power BI PhoneNow Dashboard, follow these steps:

1. Clone the repository to your local machine.
2. Install Power BI Desktop if you haven't already.
3. Open the .pbix file in Power BI Desktop.
4. Connect to the data sources as needed.
5. Explore the dashboard and its features.

Installation

To install the necessary components, follow these steps:

1. Ensure you have Power BI Desktop installed.

2. Clone this repository using the following command:

   git clone https://github.com/kondikrul/PowerBI-PhoneNow-Dashboard.git

3. Navigate to the cloned directory:

   cd PowerBI-PhoneNow-Dashboard

4. Open the PhoneNowDashboard.pbix file in Power BI Desktop.

Usage

Once you have the dashboard open in Power BI, you can start exploring the data:

• Use the navigation pane to switch between different views.
• Hover over charts to see detailed information.
• Filter data based on specific criteria.

Data Sources

The dashboard utilizes various data sources, including:

• Call center logs
• Customer feedback surveys
• Agent performance reports

Ensure that you have access to these data sources to fully utilize the dashboard.

Key Performance Indicators

The dashboard tracks several key performance indicators, including:

• Average Speed of Answer (ASA): Measures the average time taken to answer a call.
• Customer Satisfaction Score (CSAT): Evaluates customer satisfaction through survey responses.
• Resolution Status: Indicates whether issues were resolved during the first call.
• Agent Performance: Breaks down metrics by individual agents to identify top performers.

Contributing

We welcome contributions to improve the dashboard. If you would like to contribute, please follow these steps:

1. Fork the repository.
2. Create a new branch for your feature or bug fix.
3. Make your changes and commit them.
4. Push your changes to your forked repository.
5. Submit a pull request.

License

This project is licensed under the MIT License. See the LICENSE file for details.

Links

For the latest updates and releases, visit the Releases section. You can download the latest version of the dashboard from there.

If you encounter any issues or need additional resources, check the Releases section for more information.

Feel free to explore, learn, and improve your data visualization skills with the Power BI PhoneNow Dashboard!