Make daily operational performance easier to read.
A focused reporting view for contact-center operations, bringing handling time, service level and satisfaction metrics together.
Power BISQLExcel
Business area
Contact-center operations
Focus
AHT, SLA & CSAT
Role
Reporting & dashboard development
The question
Contact-center teams have to read several indicators together. Handling time, service levels and customer satisfaction each describe a different part of the operation; reviewing them in isolation can hide the wider picture.
The approach
I brought the key operational indicators into a Power BI reporting view, using SQL and Excel in the reporting workflow. The layout supports a consistent daily review rather than a collection of disconnected reports.
Operational KPIs in context
Average handling time, service-level percentage and customer satisfaction are presented as part of the same reporting picture.
A repeatable review
A consolidated dashboard gives operational stakeholders a common place to review performance.
A visible walkthrough
The LinkedIn demonstration adds context to the static dashboard screenshot.
What the report enables
The dashboard organizes operational reporting around the indicators teams use in daily decisions, making it easier to review handling time, service levels and customer satisfaction together.
Inside the report
A closer look.
Open any screenshot to view it at full size.
Operations dashboardA view of the contact-center performance report.
Go a little deeper.
▷
See the report in action. Loading the walkthrough connects to LinkedIn.
