Call Centre Analysis dashboard is a comprehensive tool designed to provide valuable insights into call centre operations. Developed as part of a job simulation by PwC Switzerland on the Forage website, this project leverages data visualization techniques to analyze call centre performance metrics, customer satisfaction, and agent efficiency. The dashboard helps management make informed decisions to enhance service quality and operational efficiency.

Key Features:

• Average Speed of Answering Calls: Displays the average time agents take to answer calls, allowing for assessment of responsiveness.

• Calls Answered & Resolved Visualization: A bar chart shows the proportion of calls answered and whether they were resolved, providing a quick overview of service effectiveness.

• Satisfaction Rating Analysis: A donut chart visualizes customer satisfaction levels, segmented by different rating categories, to gauge overall service quality.

• Calls by Time: A line chart illustrates call volume trends throughout the day, identifying peak hours and enabling better staffing decisions.

• Agent Performance Table: A detailed table summarizes each agent's performance, including the number of calls received, answered, resolved, average call duration, and satisfaction rating.

Requirements:

• Power BI Desktop: Essential for creating, editing, and publishing the dashboard.

• Dataset: Historical call center data including metrics such as call duration, resolution status, and satisfaction ratings.

The Call Centre Analysis dashboard is a vital tool for any organization looking to optimize its call centre operations. By providing detailed visual insights into call handling efficiency, customer satisfaction, and agent performance, the dashboard supports data-driven decision-making. It's designed to identify operational bottlenecks and areas for improvement, ensuring high levels of customer service and agent productivity. 

Important Points to Remember:

• The dashboard is interactive, allowing users to filter data by date, topic, and other criteria to conduct more targeted analysis.

• Continuous updating of the dataset is crucial for maintaining the relevance and accuracy of the insights provided.

• Customizing the dashboard to fit specific organizational needs can further enhance its utility.